About this role
Passionate about tech, digital, and innovation? Join the 1,800 employees at Smile, the European leader in open-source integration, spread across 20 agencies in 9 countries. Collaborative spirit and knowledge sharing are at the heart of our DNA. Our experts push the boundaries of open source every day to build a smarter, more efficient, and more responsible digital world. Here, we don't just follow trends, we create them! 🌟 Join Smile in Brussels and take part in projects that truly matter! 🏆
We are currently looking for a skilled Support Service Collaborator (Freelance) to join our dynamic team and deliver high-quality support for one of our major clients.
Position Overview
Status: Freelance
Location: Brussels, Belgium (Hybrid model: 2-3 days of remote work per week)
Your Responsibilities
As a Support Service Collaborator, your daily missions will include:
Handling and qualifying incoming user requests, incidents, and service demands through enterprise ticketing systems.
Ensuring first- and second-level troubleshooting, resolution, or accurate escalation to specialized technical teams when necessary.
Maintaining high-quality customer communication, providing clear updates, and ensuring a premium user experience (UX).
Interacting with and optimizing conversational interfaces, AI-driven support tools, and chatbots to streamline user support pathways.
Applying ITIL best practices to ensure robust incident management, service request fulfillment, and continuous improvement of support workflows.
(For Senior profiles) Leading complex incident resolutions, mentoring junior support staff, and contributing to the optimization of knowledge bases and support strategies.
Profile & Technical Skills
Ticketing Systems: Strong proficiency with industry-standard tools such as JIRA, ServiceNow, or equivalent service desk platforms.
Support Methodologies: Good knowledge of ITIL frameworks and structured incident management workflows.
Tech & Innovation: Familiarity with modern conversational interfaces, digital UX principles, and a solid understanding of how AI/Chatbots function within user support.
Soft Skills: Outstanding communication skills, a strong customer-centric mindset, and sharp problem-solving capabilities.
Languages (Mandatory):
Professional fluency in English (minimum 3/4 proficiency).
Professional fluency in either French OR Dutch (minimum 3/4 proficiency).
Why Smile?
Proximity Management: Our management by peers fosters dialogue and the implementation of a tailored career path.
Continuous Learning: Because the digital sector is in constant motion, Smile is committed to making you an expert in your field, thanks to a comprehensive training offer: access to an e-learning platform, financing of certifications, and knowledge-sharing tools.
Vibrant Culture: Your year will be animated by group and agency events: annual convention, participation in trade fairs, summer party, and formal & informal afterworks.
The Next Steps
First Contact: A phone call to discuss your aspirations and what we can offer you.
Meeting: An opportunity to get to know each other and explore your professional background.
Business Interview: A discussion with one of our experts to assess your skills and define your goals.
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