Consultant Applicatieondersteuning (Nederlandstalige) - Relocation to porto

At Nextlane, you’ll have the opportunity to innovate, push boundaries, and work on

solutions that are transforming the automotive world.

About the role:

As a Customer Support Specialist – Front Office, you are the primary point of contact for our customers. You support users in their daily use of Nextlane software, handle incoming support requests, and ensure that issues are resolved or escalated efficiently and professionally. You are a key contributor to customer satisfaction, acting as the voice of the customer and ensuring a positive support experience across all interactions.

This is an individual contributor role within a growing, international Customer

Your mission:

• Deliver timely, high-quality, and customer-focused front-line support

• Ensure customer issues are properly understood, documented, and resolved or escalated

• Contribute to a consistent and professional customer support experience

• Actively support continuous improvement through knowledge sharing and feedback

Your Responsibilities:

Customer Support & Issue Resolution

• Handle incoming customer support requests via phone, email, chat, or other

support channels

• Analyze customer questions and issues related to daily usage of Nextlane

software solutions

• Provide clear guidance, explanations, and solutions within the defined support scope

• Detect incidents, software issues, or potential risks and ensure proper follow-up

Ticket Management & Escalation

• Accurately log, qualify, and document customer requests in the support ticketing system

• Ensure correct prioritization and follow established support processes and SLAs

• Escalate complex or technical issues to Back Office or specialized teams, providing clear analysis and context

• Proactively alert the Support Manager or relevant stakeholders in case of critical issues or potential customer dissatisfaction

Customer Experience & Communication

• Maintain a professional, reassuring, and customer-centric communication style

• Build trust with customers through clear explanations and regular follow-up

• Ensure customers are informed about progress, next steps, and resolution timelines

Knowledge & Continuous Improvement

• Contribute to the creation and maintenance of internal knowledge bases, FAQs, and documentation

• Share recurring issues, customer feedback, and improvement ideas with the

Support team

• Continuously develop product and functional knowledge to improve support quality

Cross-Functional Collaboration

• Work closely with Back Office Support, Infrastructure, and Expert teams on

Issue resolution

• Coordinate with Consultants during customer onboarding and post- Installation phases

• Escalate commercial requests or opportunities to Sales when outside the support scope

What We're Looking For:

Experience

• Experience in customer support or technical support in a software or SaaS environment

• Experience working in a ticket-based support organization is a strong plus

Languages

• Fluent in English & Dutch

• Additional languages (Frecnh, Portuguese, Spanish, German) are a strong plus

Technical Skills

• Basic to intermediate understanding of software applications and IT environments

• Knowledge of databases and SQL

• Ability to clearly document issues, solutions, and customer interactions

• Comfortable working with ticketing systems and internal support tools

Interpersonal Skills

• Strong customer service mindset with excellent communication skills

• Ability to analyze problems quickly and provide structured responses

• Calm, proactive, and solution-oriented approach

• Ability to prioritize, escalate when needed, and work autonomously

• Willingness to learn and continuously develop technical and functional expertise

Our Recruitment Process:

1. 30-minute introductory call with our Talent Acquisition Specialist.

2. One technical interview with our VP customer support

1. One technical interview in dutch with our Customer Experience manager
   
   What We Offer:
   
   We understand that flexibility and trust are essential for our teams. Here are some of the benefits we offer:
   
   • Hybrid Work: 2 days on site, 3 days in remote

• Annual Payments: 14 payments per year (12 monthly payments + 1 summer bonus + 1 Christmas bonus in November).

• Meal Voucher: €10,20 per working day.
  
  • Vacation: 23 vacation days, plus 24th or 31st December off.
  
  • Language Training: Access to group classes in Spanish, English, or French.
  
  • Private Medical Insurance: Multicare coverage
  
  • Teambuilding: Join us for memorable afterworks and team activities!