Customer Support Specialist

Position Overview

We’re looking for a technically savvy Customer Support Specialist who enjoys diving into customer issues and taking ownership of solutions. In this role, you’ll handle Tier I support, respond to client inquiries, and work through problems independently before escalating when needed.

You’ll be the first point of contact for our clients, ensuring issues are resolved effectively and followed up properly to guarantee a great customer experience. Our support team collaborates closely with Customer Success and Development, so you’ll be working in a fast-moving environment where solving problems quickly really matters.

What makes someone successful in this role? Strong communication skills, curiosity, and a genuine drive to help people. You stay calm under pressure, think proactively, and aren’t afraid to engage with senior stakeholders across the globe. Most importantly, you take pride in delivering excellent service and continuously look for ways to improve both the customer experience and your own skills.

Key Responsibilities

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about our product and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical and software issues involving internet connectivity, login problems and more
• Identify and escalate priority issues per Client specifications
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Serve as an ambassador for our company by making sure every customer interaction feels helpful, positive, and professional

Required Experience/ Skills

• Entry level
• Strong communication skills in both Dutch and English is a must
• Experience of helping customers and providing excellent service 
• Good problem-solving skills and technical aptitude and potential
• Ability to think on your feet in a highly demanding and fast-moving environment
• Hard worker with a desire to achieve and develop in the professional environment

Your Work Environment

• This is an on-site / hybrid role based in Amsterdam. Candidates must already be residing in the Netherlands
• A fast-growing SaaS company where you can have significant impact
• A high-ownership environment with opportunities to grow
• An inspiring office on the 13th floor of The Social Hub in Amsterdam (including gym, restaurant, and vibrant community events)

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. 

Learn more at diligent.com or follow us on LinkedIn and Facebook

 

What Diligent Offers You 

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C.,  London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.   To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

 

_{We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}