INTRODUCTION

Delivery & Tech Support is constantly growing and so are our customers. We are looking for a Support Specialist who will keep our front line and ensure all the customers receive quick and good resolution of their technical requests. One of the main reasons our customers stay with us for such a long time is thanks to our great support. We would really like to keep it that way. 

This role is crucial for helping our customers to succeed: we want to be there for our customers when they need technical support. Everyday we get a lot of calls and emails from our customers from all over the world – we need to make sure that they know that we can and will help them. We would prefer it if you are interested in the topics of web development and data feeds and would like to gain more knowledge in these areas.

We have a culture in our team that we are very proud of: all of us are very different (this makes us strong), yet what unites us is a great sense of humor and high level of collaboration and teamwork: we are always there to support each other in day-to-day business (this makes us even stronger). To keep the team spirit high we occasionally do some activities after work, our next adventure will be to test our putting skills at the minigolf course. Your team consists of 5 other Support Specialists and one Team Leader. The team as a whole has additionally 6 Implementation Specialists and their own Team Leader. Your success in our team is our team’s success!

ABOUT THE JOB

• Quick and friendly support to our customers 

• Answer incoming requests to our Tech Support team that arrive via phone and e-mail 

• Provide solutions to our customers’ requests via our systems and with assist with finding ways to improve our support documentation

• Keep track of task workflow, make sure tickets get closed on time, and all customers get answers to their questions 

• Ensure we meet both the teams and your personal SLA’s and KPI’s 

• Give feedback to our Quality Assurance Specialist on requests we are receiving

• Coordinate and collaborate with our Technical Writer about inquiries to match our Knowledge Base for self-service

THE IDEAL CANDIDATE

• You can clearly explain technical scenarios to non-technical people, both written and verbal

• You are a master at problem-solving

• You have excellent communication skills – you know how to lead the conversation and make customers feel heard and supported

• You have a natural interest in the web, URLs, web tracking, analytics

• You are technical, and HTML and CSS are not unfamiliar abbreviations for you

• You are a multitasker and are not afraid of handling multiple customers and tasks at the same time

• You ask your team members for help when needed

• Fluent in both written and spoken English

What we offer

• A competitive salary

• Comprehensive training in our systems and best practice.

• Great incentive to do your best.

• A workplace where we celebrate the team spirit.

• A workplace where we jointly ensure that every day is as good as possible.

• A workplace where we celebrate our results.