First Line Technical Support Specialist (Dutch Speaking)

About us Rentman is a B2B SaaS scale-up building a smart, powerful operations management platform to support event and media production teams. Our users plan everything from small shoots to massive festivals in 70+ countries, and they all rely on Rentman to keep their gear, people, and timing perfectly in sync. We’re based in Utrecht (NL) with a second office in Toronto (CA), and our 100+ team members work in a culture that’s open, flat, and inclusive, where curiosity drives us, ownership matters, and everyone has the freedom to challenge ideas and make an impact. We're still a scale-up, with ambitious plans ahead (more on that below), so joining now means your work will genuinely shape what Rentman becomes next. Check out our public roadmap to see what’s coming next! Mission of this role As a First Line Technical Support Specialist, you'll be the expert who helps customers get the most out of Rentman. The main objective of this role is to help customers find the right answers and solve their issues. You'll be the first point of contact when customers reach out, whether they're new to the platform and need guidance or veterans troubleshooting complex issues.   You'll make a real impact by solving problems, sharing insights, and ensuring our customers get fast, top-quality support when they need it most. As a repository of customer feedback and input, you'll advocate for our customers internally so that we continue to be a customer-centric company that listens to its users. You'll be part of a passionate, customer-focused team that's all about creating smooth experiences, reducing wait times, and turning feedback into real product improvements. What you'll do • Provide our users with an outstanding customer experience, taking full ownership of the customer’s issue and proactively providing solutions that genuinely help and benefit customers. • Analyze and respond to queries via Zendesk (email & chat) while also being available to answer incoming calls via Aircall. • Become a power user for our product, keeping up to date with updates and improvements, and bringing suggestions and complicated cases to the Product team. • Identify cases that need to be escalated internally and escalate them effectively to find a clear resolution. • Collaborate with the broader Customer Experience team on our goals and business objectives. • Share information, news, and workarounds within the Support team. Contribute to our internal knowledge base in Confluence. • Attend regular team meetings to identify, discuss, and solve any ongoing projects, process improvement ideas, product features, etc • Onboard new Rentman employees during their shadowing time in Support so they learn how we help our customer. What we are looking for • 1 year of experience in a customer-facing role. • Fluency in English & Dutch (native or C1 level), so you can support customers comfortably in either language. • A sharp troubleshooter who can track down the right answer and explain even complex solutions clearly, in writing and out loud. • A team-first mentality - supporting your teammates matters to you just as much as helping customers. • Comfortable in a fast-paced environment: we ship product updates every week, and you pick up what's new quickly so you can support customers with confidence. • Comfortable working across teams, turning what you hear from customers into useful feedback for the rest of the business. • Genuinely tech-savvy and curious - Rentman is a powerful, complex product, and you'll want to know it inside out. Nice to haves • Experience in a customer-facing role - any industry works, though AV rental, broadcasting, or events is a bonus. • Time spent working in a SaaS organization. • Some basic HTML/CSS knowledge. • Hands-on familiari