Your role
- Act as the first-line contact for customer inquiries, incidents, and service requests.
- Diagnose and troubleshoot technical issues reported by clients.
- Escalate complex cases to second- or third-line support when necessary.
- Keep clients updated on the progress of their cases.
- Contribute to the development and maintenance of the knowledge base (FAQs, manuals, solutions).
- Provide feedback to the Technical Consultants, Project Managers and development teams about recurring issues.
- Register, track, and document all issues in the support system.
About you
Preferred Experience:
- Prior help desk or technical support role.
- Familiarity with SharePoint Online and Microsoft 365.
- Experience with HubSpot is a pre
- Background in Computer Science, Information Systems, or related field.
Key Skills:
- Strong problem-solving and analytical abilities.
- Excellent communication and interpersonal skills.
- Calm, service-oriented mindset under pressure.
- Team player with a proactive, solution-focused attitude.
- Ability to explain (technical) questions in clear, simple terms.
The team
You will be part of Support & Professional Services – a dedicated department with several teams, each working in their own area. The team you will be part of consists of support consultants and training consultants, who have backgrounds as legal secretaries or IT support staff, as well as technical implementation consultants.
We have colleagues around the world with whom we speak English. When the need arises, we always help each other across the board and are not afraid to wear different hats.
Who is Epona?
Epona is a leading software company specializing in Lawyer industry-specific solutions, such as Case Management including case-specific modules and Document Management. We are dedicated to delivering innovative solutions to our customers.
We have a fantastic community, and we have skilled and competent managers who are good at meeting the needs of their employees both professionally and personally. We focus on work-life balance with flexible working hours, the possibility of working from home. We are an international company with headquarters in Denmark and colleagues in the Netherlands, Portugal and the USA.
Ready to make a difference in legal tech support?
Apply now and become a key player in Epona’s mission to empower legal professionals through smart, reliable software.
If you have questions you can contact our Head of HR, Jeanette Dekker via hr@epona.com or via +31648176700.
Or send your resume via the button and you will get a response within 3 days!