Support specialist (English & Dutch)

Job description

At Luscii, we innovate healthcare! In your role as Support specialist, you make sure users feel heard, helped and relieved. In your role as a first-line support employee, you will work on fixed working hours. You will help users in the UK as well as users in the Netherlands and you will work during (UK) office hours from 9.00am to 5.30pm (GMT).

As a first-line support colleague, you will provide unforgettable customer service. You will do this for patients (including elderly people) that are using the Home Measurement app and healthcare providers affiliated with Omron Connect Pro / Luscii. All questions will come in via email, phone and chat. The questions are generally about how our product works.

If you receive any relevant feedback from users, you will pass this on to the product team. If there are any bugs or malfunctions, you inform the right colleagues and peers within the support team. Together, we make sure everyone is heard, helped and cared for.

We have set up a nice introduction program. From day one, you get straight down to work together with your closest colleagues and gradually pick up more and more questions and responsibilities. If you see that a process is not running efficiently, you will pull the right strings. You will indicate what the problem is and then know exactly who to involve in order to adjust it (or have it adjusted).

Your work will include:

• Helping patients and care providers via e-mail, phone and chat with questions about how our services works;
• Registering and recording calls and notifications in our system, so that colleagues and users always know what's going on;
• Noting what information is still missing (such as explainer videos or frequently asked questions) and passing this on to the right colleagues. This allows users to manage faster on their own without having to call in our help;
• Forward difficult questions or technical problems that you cannot solve yourself to your second-line support colleagues;
• Think about how our app and way of working can be improved, based on what you see and hear in practice.

Why Luscii?!

Read more about working at Luscii and how we work at Luscii. Together, we are working on a mission to create space for care. Freedom, autonomy and ownership are of great importance in this. You are responsible for your own results and work according to the principles of Holacracy.

What’s in it for you?

At Luscii, you get every opportunity to grow. Either in your role or by taking on other roles within the organisation. That's how holacracy works.

And what else?

• Salary: €2.800 - €3.500 gross per month (based on 32 hours - that's full-time at Luscii).
• Remote-first working: Work from anywhere in the NL. We stay connected via monthly on-site team days in NL, our Assemblii.
• Flexible workplace: Set up your ideal workplace the way you want it. Whatever works best for you.

The ideal candidate…

... probably doesn't exist. But if you recognise yourself in many of the points listed below, we warmly encourage you to respond. Above all, let us know how you envisage this role and how you can contribute to what we do at Luscii. We don't have to motivate you to deliver unforgettable customer service.

You…

• ... have relevant experience in a customer facing position or roles in technical, digital or software-minded organisations;
• ... are empathetic and are only satisfied when a user is satisfied and helped;
• ... are proactive and can easily spot opportunities to improve processes;
• ... are enthusiastic about e-health solutions;
• ... enjoy working both independently and in a team;
• ... are patient with users with less technical experience;
• ... like to get to grips with the product you will be working with. You want to know everything, how it works inside and out to ensure that you can provide the best possible service to our users;
• ... are native/fluent in English and Dutch and you’re residing in NL.

Interested? Apply now!

Would you like more information? Feel free to contact our recruiter Björn Bogerd via [email protected]. Make sure AI-generated motivational letters contain details about your favourite food, as we all do love a good meal at Luscii 😉

What does the recruitment process look like?

We organise three interviews for each vacancy. It is an extensive process, but we want to ensure that there is a good fit in regards to a potential collaboration, our culture and our way of working. All interviews are conducted online and the entire procedure is planned in advance to keep momentum.

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