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Fortino Capital

Junior Application Support (NL/FR)



Customer Service
Braine-l'Alleud, Belgium
Posted on Thursday, February 8, 2024
Role: Junior Application Support (NL/FR) Start Date: ASAP

Location: Remote

Package: 2.2K brutto plus either a mobility allowance, group insurance, full hospitalisation coverage, net allowance for home working, laptop, phone bill paid.

Have you finished your studies recently, pride yourself on being a digital native, can find your way round an app or two and fancy taking your first step into an International SaaS B2B tech company?

When you join us , you'll go straight into a customer-facing role where you, Jo and Karel will handle around 130-150 user queries a week on our apps.

The reason we need you is we're onboarding more users and we need to keep up the high level of Customer satisfaction, we strive for 85% Customer satisfaction but frequently hit 90%+!

You'll experience real team work when you come on board, communication is super strong between Jo and Emilio even though you'll be remote. You'll celebrate your successes together.

You will interact with clients ranging from SMB up to Enterprise level. They'll have all sorts of questions around usage, maybe they've found a bug, maybe they need more licenses

Next to it this, you'll also proactively implement the FAQ centre so you're not repeating yourself 10 times

You'll report into Jo; no micromanaging here, Jo likes people to express their ideas, motivations, creativity, she's super open, direct and it's all about collaboration .

For your onboarding, your first month will be focussed on training, we'll get you comfortable with the apps, you'll have the time to understand and get to grips with the role. You can expect your first 1-2 months will be quite relaxed. You'll shadow Jo and Emilio as well as the sales and Customer Success Managers to get to know the different teams.

What does progression look like? Most of our Customer Support/Advocates move into Customer Success Manager roles or become an Account Executive.

A Deeper Dive

  • Your role will be to understand your customer’s problem and investigate/help them use specific features, be able to propose solutions. Our goal is to make our customers happy by solving their problems and providing a good quality of service
  • You'll respond quickly, in a friendly and accurate manner via phone, email or chat, you'll be the first point of contact at LetsBuild
  • Depending on the type of request/problem, you'll be able to reach out to our developer/product team to find a solution
  • You'll master Customer Support tools such as Intercom, Aircall & JIRA ☎

About You

  • You're organised, able to multi-task while maintaining a global vision of the work to be done
  • You'll have fluent Dutch and French and a good level of English
  • Ability to work independently and as part of a team
  • Be stress-resistant and proactive
  • Be customer-oriented and know how to propose solutions
  • Great communication and interpersonal skills via email, chat and phone
  • Strong problem-solving skills, a high level of accuracy, attention to detail, and preferably an analytical background
  • Flexible approach, able to operate effectively with uncertainty and change
  • Entrepreneurial spirit and you want to develop yourself
  • Driven, self-motivated, enthusiastic and with a “can-do” attitude

About Us

  • You will work with a team of 55+ people (with 17 nationalities represented) who are passionate about making a positive change/impact in an industry that contributes to a large portion of CO2 gasses globally.
  • Our software products are used to build houses & apartments, office buildings, commercial centres, wind farms, highways and many other cool projects out there! ️
  • Our Belgian office is located in Braine L'Alleud close to where the battle of Waterloo happened! We also have offices in Copenhagen (Denmark) and Łódź (Poland).