Customer Support Officer

Customer Support Officer - Delft

Your Role as Customer Support Officer

In this role, you will be a part of the Support and Operations team within the Customer Operations Center, also known as C-Ops. This team is responsible for monitoring and executing a variety of tasks related to our MS services, including engaging with our customer base to provide comprehensive product and service support. Your daily responsibilities will be a mix of support tasks and operational improvements, such as:

• Ensuring and monitoring that regular/daily tasks are completed in a timely manner, including email responses, case-ticket handling, and effective customer communication.

• Monitoring support mail inboxes, service platforms, and other communication channels to guarantee a consistent and professional level of service.

• Communicating with and supporting both existing and potential customers, primarily from a first-line perspective.

• Identifying opportunities to improve, plan, and implement more efficient and effective processes for various first-line operational tasks.

• Contributing to and/or taking ownership of certain Support and MS projects, requiring coordination and engagement with stakeholders within Support as well as in other business units.

Fox-IT

We are Fox-IT, or simply Fox. We are committed to making the world safer and more secure. Every one of us contributes to a safer society through our technical and innovative solutions. From our Red Team of hackers and our Blue Team of defense specialists to our skilled developers and trusted security consultants, we serve organizations where cybersecurity is critically important. This is why we continually develop our skills and knowledge.

We are critical thinkers, naturally security-conscious, and passionate about development. We are part of NCC Group, joining 2000 like-minded colleagues around the globe on a continuous mission to create a safer world.

We aim to create an environment where everyone can reach their full potential. We work together, embrace creativity, value diversity, and encourage you to join us in our mission.

About You

You are passionate about IT and cybersecurity, with a natural inclination for daily operations, customer support, and engagement. You are solution-oriented, helpful, and communicative. You enjoy the dynamics of an international team with both on-site and remote colleagues, and you’re efficiency-driven, with an eye for logical processes that you’re eager to create, implement, and maintain.

The ideal candidate:

• Has 2 years of experience in an operational or support role in a company offering complex technical products or services.
• Has some technical background or affinity and is able to manage and report daily, possibly ad hoc, tasks while contributing to process improvements.
• Is comfortable and confident communicating with customers and colleagues in both English and Dutch.
• Is a true caretaker and team player, able to handle multiple responsibilities and tasks simultaneously, sometimes independently.
• Feels comfortable with Excel and its functionalities, as well as processing basic data sets.
• Has experience with ticket systems and similar workflows (JIRA, Confluence, TopDESK, SharePoint, and MS productivity suite experience is a plus).

Our Offer

You will work at the forefront of cybersecurity, where your ideas are valued. While you may not always be able to share the details of your work, you can take pride in knowing you contribute to a safer society. Additionally, you will receive:

• A competitive salary.
• Flexible working hours and the option to work from home or in the office, allowing for an optimal work-life balance.
• A favorable pension scheme, 26 vacation days (+4 office closing days), and 8% vacation pay with a full-time contract.
• Ample development opportunities, including access to TechTalks, Crypto Colloquia, events, and our own Fox Academy.
• A laptop and business phone. If you prefer to use your own phone, you will receive a maximum reimbursement of €25.
• A monthly reimbursement of up to €40 for home internet and a homework allowance.
• A performance bonus and profit sharing, as we value your efforts.
• Daily lunch gatherings at the office, when on-site.

To apply, please click the button, which will direct you to our ATS (Workday). After submitting your application, we will review it and determine if we’re a good match.

An extensive background check will be part of the selection process.

About Your Application

We review every application received and will contact you if your skills and experience match our requirements. If you don’t hear back from us within 10 days, please don’t be discouraged — we may keep your CV on file for future openings, and we encourage you to check our career page for other suitable roles.

If you do not want us to retain your details, please email global.ta@nccgroup.com. All personal data is handled in accordance with the NCC Group Privacy Policy. We are committed to diversity and flexibility in the workplace. If you require reasonable adjustments to support you during the application process, please let us know at any stage