About Qualifio

Qualifio is the most powerful online platform that enables publishers, brands and agencies to engage, grow and qualify their digital audiences.

Qualifio is one of the fastest-growing Belgian software start-up, ranked #10 in Deloitte Fast50. More than 350 publishers and brands are users of Qualifio, including TF1, RTL, RTBF, De Persgroep, Mediahuis, VRT, Medialaan, France Télévisions, Nestlé, L’Oréal, Kinépolis, Orange, Media Markt, etc.

Our team in our offices of Louvain La Neuve, Amsterdam, Paris & Madrid are driving the future growth of our company.

About the Position

The Qualifio’s helpdesk is a key element to customer satisfaction and retention. The support service is fast, efficient and friendly and has played a central roleCus to build Qualifio’s strong notoriety as a highly dynamic, hyper reactive company. The average volume of tickets is 20/days. It runs on Zendesk.

Until now, the Qualifio helpdesk was managed by virtually everybody in the company : account managers, designers, software developers, marketers, management. Qualifio has now decided to hire a first-line helpdesk executive to handle all first line tickets and bring more efficiency in the use of the Zendesk platform.

We are looking for an outstanding Helpdesk executive, to work under the responsibilty of the Chief Commercial Officer and handle the incoming tickets (e-mails).

Key Responsibilities & goals

  • You receive and respond to customer problems, issues, and requests by e-mail
  • You ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
  • You coordinate with other teams (software developers, designers, SysOps…) for second line support
  • You escalate queries / grievances, if required
  • You know all Zendesk features so you can optimize use of the platform and workflows
  • Based on content and frequency of bugs of requests in tickets, you take initiatives in the fields of product evolution, redaction of new FAQ, in-platform documentation, etc.

What we offer

  • The opportunity to start the Support department and to grow and lead the team
  • Qualifio is a profitable yet young SaaS company: startup/entrepreneur spirit is still reigning in all of our offices.
  • An excellent opportunity to be immersed in digital marketing while working in a fast-paced, rapidly growing and fun environment where people are central and personal development is the n°1 priority
  • Hard and soft skills training
  • A Mac computer.
  • Flexible work hours & workplace
  • Table soccer

What we are looking for

  • You have min 3 year of experience in a customer support or account manager position in a digital marketing or software environment
  • You have a mix of demonstrated technical skills with exceptional customer service abilities
  • You have impeccable written skills in English and French (Dutch and Spanish a plus)
  • You are familiar with online software (Experience with helpdesk tools like Freshdesk, Zendesk etc.)
  • You are obsessed about customer satisfaction and great quality of service
  • Result- and data-oriented.
  • Organized and multi-tasker, ability to learn on the fly & grasp technical concepts.
  • Proactive, team player and eager to grow. You don’t hesitate to bring ideas and to implement them.
  • Passion for what you do.

Discover our team & how it is to work at Qualifio in images.

Contact

Please send your resume and drop a few lines by email explaining why you think you are our upcoming Helpdesk executive to jobs@qualifio.com.