Product Support Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Analyst based in Germany.

This role offers the opportunity to become a key part of a customer-focused support team, helping users solve technical challenges and maximise the value of their software solutions.
You will act as a trusted point of contact for customers, combining technical troubleshooting skills with empathy and strong communication.
The position involves supporting multiple product lines, diagnosing issues, and delivering efficient solutions that directly impact customer success.
You will collaborate with internal teams, contribute to knowledge-sharing initiatives, and continuously improve support processes.
This is an ideal opportunity for someone who enjoys problem-solving, learning new technologies, and creating exceptional customer experiences.
You will thrive in a dynamic environment that values ownership, agility, collaboration, and continuous professional growth.

As a Product Support Analyst, you will be responsible for delivering high-quality technical support while ensuring customers receive timely, effective solutions. You will combine product knowledge, analytical thinking, and customer empathy to resolve issues, improve user experiences, and contribute to a strong support ecosystem.

• Serve as the first point of contact for customer inquiries through phone, email, and chat, providing support in Dutch and English.
• Investigate, troubleshoot, and resolve software-related issues while aiming for first-contact resolution.
• Understand customer challenges and their business impact to provide relevant and effective solutions.
• Apply critical thinking and independent judgement to solve complex or unfamiliar technical problems.
• Escalate issues to the appropriate internal teams when additional expertise is required.
• Maintain proactive communication with customers, providing updates and ensuring commitments are followed through.
• Contribute to internal knowledge management by creating, updating, and improving support documentation.
• Follow customer service and performance metrics to maintain consistently high support standards.
• Collaborate with colleagues to share insights, improve processes, and prevent recurring issues.

The ideal candidate is a customer-oriented professional with strong communication skills, technical curiosity, and the ability to quickly understand and resolve software-related challenges. You should enjoy working with people, learning new systems, and taking ownership of customer outcomes.

• Professional fluency in Dutch and English, both written and spoken.
• Strong customer-facing experience with a demonstrated ability to deliver excellent service experiences.
• Ability to explain software concepts clearly and communicate technical information effectively.
• Strong problem-solving skills with attention to detail and a proactive mindset.
• Ability to learn quickly and adapt in a fast-paced, evolving environment.
• Empathy, patience, and a genuine desire to help customers succeed.
• Experience in technical troubleshooting within a B2B or B2C environment is a plus.
• Previous experience providing software support is highly valued.
• Familiarity with relational databases such as SQL Server is a bonus but not mandatory.

• Comprehensive benefits package including critical illness coverage, income protection, life assurance, pension, vision care, and employee assistance programmes.
• Optional private medical coverage and ride-to-work scheme from the first day.
• Access to employee discounts and well-being resources.
• Unlimited vacation policy.
• Quarterly paid volunteer days.
• Employee referral programme with competitive rewards.
• Career development opportunities with possibilities for growth across teams and functions.
• People-first culture focused on collaboration, respect, and continuous learning.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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