Platform Support Specialist
About the role
The Technical Support Agent is the first point of contact for technical questions and incidents experienced by clients, employees and vendors (interpreters) using Acolad Live. The role records, analyses and resolves first-line issues, keeps users informed and escalates issues that require specialist intervention. Through accurate documentation, testing and structured feedback, the role contributes to a reliable user experience and continuous improvement of Acolad Live.
Key Responsibilities
- Provide timely first-line technical support to clients, employees and vendors (interpreters) using Acolad Live.
- Register questions and incidents accurately in the designated support system, including the affected user, time, environment, steps to reproduce, screenshots or logs, scope and operational impact.
- Diagnose and resolve standard issues using agreed procedures, workarounds and knowledge articles.
- Escalate unresolved, recurring, high-impact or security-related issues to the appropriate technical owner and/or Business Process Owner in accordance with the agreed escalation process.
- Investigate issues involving the Acolad Live application, user accounts, devices and browsers, telephony, APIs and system integrations by collecting relevant technical and operational evidence.
- Communicate clearly throughout the ticket lifecycle, set realistic expectations, provide status updates and confirm resolution before closing a ticket.
- Follow incident priorities and service levels and immediately flag incidents affecting multiple users or service continuity.
- Test and validate fixes, changes and new functionality in acceptance and production environments and document the outcome.
- Collaborate with the Business Process Owner by providing structured incident information, recurring issue patterns, user feedback and operational impact assessments, supporting the development of requirements and user stories.
- Maintain troubleshooting guides, FAQs and knowledge articles, and provide practical guidance or short demonstrations to users and Support Team colleagues.
- Handle personal and confidential information in line with Acolad security, privacy and access-control requirements.
Requirements
Education and experience
· MBO-level education or equivalent working and thinking level; an IT/ICT-related qualification is an advantage.
· Experience in technical support, application support, a service desk or a comparable customer-facing support role is preferred.
· Experience with SaaS platforms, telephony or interpreting services is an advantage but can be developed on the job.
Skills and knowledge
Service orientation: Proactive, service-minded and able to take ownership.
Problem-solving: Strong analytical and technical troubleshooting skills.
Communication: Clear communication with clients, employees, interpreters and technical stakeholders.
Organisation: Accurate ticket documentation, prioritisation and follow-through.
Technical knowledge: Working knowledge of MS Office, SaaS applications, user accounts, telephony and ticketing systems, with a basic understanding of APIs and system integrations.
Languages: Fluent Dutch and English.