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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

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.