Support Coordinator

As a Support Coordinator at USoft, you are the vital link between our clients, our products, and our development teams. You ensure that every user—whether a developer, end-user, or commercial manager—receives the high-quality support experience that USoft is known for. You’ll work alongside a close-knit, motivated team, taking ownership of incoming questions and tickets, and ensuring that operational concerns are handled with care, empathy, and professionalism.

What will you be doing?

• Taking ownership of support tickets from intake to resolution, ensuring a positive and solution-oriented experience for all stakeholders.
• Communicating proactively with clients, colleagues, and management, keeping everyone informed and involved. .
• Coordinating and prioritizing multiple support requests, projects, and tasks, balancing urgent issues with ongoing improvements.
• Documenting processes, solutions, and best practices, making life easier for colleagues and clients alike. 
• Identifying recurring issues and collaborating with the team to address root causes, not just symptoms.
• Bridging communication between technical and non-technical audiences, translating needs and solutions clearly.
• Occasionally visiting clients on-site, primarily within the country, with the possibility of international travel. 

­3 reasons why this job is a great fit for you

1. You thrive on responsibility

You take ownership, support your colleagues, and actively relieve others of operational concerns.

2. You are customer-centric 
   

You combine empathy, perspective-taking, and assertive communication to deliver a positive, supportive experience—even when tough conversations are needed. 

3. You stay cool under pressure
   

You remain composed, adaptable, and solution-focused, even when priorities shift or the inbox fills up. 

What do we expect of you?

• Team player with an ownership mentality—You support colleagues and clients, taking responsibility for your work and the team’s success.
• Customer-centric mindset—You communicate proactively, assertively, and with empathy, always considering the perspective of diverse stakeholders.
• Adaptability & stress management—You stay composed under pressure and adapt to changing priorities.
• Strong communication skills—You express yourself clearly and professionally, both in writing and verbally. English at C1 level is a must; Dutch is a plus.
• Time management—You balance reactive support tasks with proactive coordination, and signal when workloads become unmanageable.
• Problem-solving ability—You ensure questions and tickets are complete and clear, escalating effectively when needed.
• Basic technical aptitude—You have an affinity with IT and a willingness to learn.
• Strong organizational skills—You track, prioritize, and coordinate multiple tickets and stakeholders.
• Process ownership & documentation—You proactively document and improve support workflows.
• Basic understanding of software platforms, databases, APIs, and troubleshooting is a plus.
• Ability to analyze issues and identify root causes is a plus.
• Ability to adapt and translate between different communication styles is a plus.
• Willingness to travel occasionally, mainly within the country, sometimes internationally.