Support Service Collaborator (Freelance)

About the Position

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.

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.

Requirements

• 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).

We Offer

• 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.

About the Company

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Next Steps

1. First Contact: A phone call to discuss your aspirations and what we can offer you.
2. Meeting: An opportunity to get to know each other and explore your professional background.
3. Business Interview: A discussion with one of our experts to assess your skills and define your goals.

Location: Brussels, Belgium (Hybrid model: 2-3 days of remote work per week)

Contact: Sofia DANHIEZ, Talent Acquisition Specialist – Smile