Technical Support Associate

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a worldwide scale.

The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

From our headquarters in Tiel, we handle deliveries of grills and accessories within Europe. To support our team, we are searching for:

As a Technical Customer Support Associate, you will play a crucial role in ensuring our dealers and end users receive the assistance they need to resolve technical issues and enjoy a seamless experience with our products. You will be responsible for providing effective and efficient technical support through various channels, including phone and our ticket system Freshdesk.

Your responsibilities and activities

• Serve as the first point of contact for our dealers and end users on the phone during your help desk duties.
• You handle tickets from our dealers and end users. In doing so, you ensure clear and straightforward communication to dealers and end users and adhere to applicable policies and procedures. Together, we will ensure high quality customer support.
• Diagnose and solve technical problems related to our products. But also identifying and reporting quality problems.
• Stay up to date with product knowledge to provide accurate and up-to-date information to dealers and end users.
• Maintain a positive and professional attitude while assisting dealers and end users.
• In this position, you will report to the Manager Technical Support.

• Relevant work experience of at least 2 years.
• Knowledge of Office 365 and preferably experience with Freshdesk and Microsoft Dynamics.
• Affinity with technology and grills.
• Strong communication skills, both written and verbal in German and Dutch or English. French language would be a plus.
• Excellent problem-solving and troubleshooting abilities.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong attention to detail and organizational skills.

• A great and varied job for 40 hours a week.
• Working hybrid after your onboarding period: 3 days in the office, 2 days from home.
• Work from home and travel allowance or public transport allowance with key for the Napoleon electric shared bike.
• 26 vacation days + 1 ADV day.
• Pension plan for which we pay 2/3 of the premium and the possibility to save extra yourself.
• We take care of your WGA gap and WIA excess insurance.
• Employee discounts on our products and discounts on your fitness subscription or new bike.
• Access to our benefits platform with great offers at strong brands.
• We also have fruit in the office, delicious drinks from our iTapToo vending machine, Friday afternoon drinks and our activities committee organizes a fun activity every quarter.