Senior Helpdesk Specialist – SaaS & Enterprise Software

At Wello Solutions, we believe great support is more than answering questions — it's about creating confidence, solving problems independently, and helping customers succeed.

We’re looking for a Senior Helpdesk Specialist who is passionate about technology, fast learning, and delivering excellent service, especially in a complex SaaS and enterprise environment. You should be fluent in English and French, with a professional level of Dutch.

Key Responsibilities

• Manage and resolve customer requests independently via Jira Service Desk and other support tools.
• Support users working across our SaaS platform (web and mobile apps), APIs, and integrated systems, especially in enterprise setups.
• Learn complex software solutions quickly and resolve issues with high accuracy and customer satisfaction.
• Create and maintain technical content, FAQs, and a customer-facing knowledge base to help users find answers easily.
• Track and improve SLA compliance, ticket workflows, and overall support performance.
• Work closely with our Product, QA, and Engineering teams to report bugs, prioritize fixes, and deliver real-time updates to users.
• Mentor junior support staff by sharing best practices and troubleshooting techniques.
• Continuously suggest improvements to automate processes and enhance the helpdesk experience.

Required Skills & Experience

• 7+ years of experience in a helpdesk, IT support, or technical customer support role, preferably for SaaS or enterprise software solutions.
• A proven ability to resolve customer issues independently without constant supervision.
• Strong experience writing and maintaining knowledge base content, technical documents, and support guides.
• Strong troubleshooting skills across web applications, mobile apps, APIs, and third-party system integrations.
• Proficient with Jira Service Desk (required); knowledge of Intercom is a bonus.
• Fluent in English — with excellent written and verbal communication skills.
• Highly organized, good at time management, and comfortable working in a fully remote setup.
• A quick learner who can master complex solutions and respond accurately and professionally to customers.

Nice to Have

• Experience supporting Field Service Management (FSM) or Asset Management platforms.
• Familiarity with ITIL support processes.
• Background working with clients in regulated sectors like energy, utilities, or inspection services.

Benefits:

• A pivotal role in the rising FSM Solution with a variety of missions and projects
• A unique opportunity to shape the future of their innovative platform
• A professional, international team with a flat hierarchy and a collaborative environment

Why Join Wello Solutions?

• Be part of an innovative company in the field service management industry.
• Work in a flexible, dynamic environment with a supportive team.
• Competitive salary and opportunities for career growth.
• Access to training and development to enhance your skills.
• Collaborate with professionals across marketing, design, and development teams.

Ready to Apply?

If you have a passion for content marketing and want to be part of a growing team, we’d love to hear from you!

Apply now and join us in creating impactful content that drives engagement and growth