Customer Service Superhero (EU)

Role

We are experiencing exceptional growth in our customer base. To help us make sure their experience with our platform is productive and pleasurable, we are looking for a customer-oriented technically-minded individual.

If you have attention to detail, can figure things out, even when described by a non-technical person, and are excited by helping customers resolve any problems they may encounter, then we want to hear from you!

About You

The ideal candidates must be self-motivated with the ability to operate autonomously in an agile environment. The ideal candidate must have experience working in geographically distributed and culturally diverse teams.

• Desire to help and be helpful

• Relentless passion and contagious enthusiasm

• 3+ years in IT-related customer support (software/systems integrations/cloud solutions preferred)

• Fluent written and spoken English (Upper-Intermediate as a minimum), other European languages is a plus

• Degree or undergraduate degree (CS/EE preferred)

• Experience with the following: HTML, HTTP, RESTful API, SQL

• Self-starter with a sense of accountability but yet a team player

• Ability to think on your feet and find fast or lateral solutions to technical issues

• Willingness to learn and adapt

• Ability to convey technical information effectively and analyze technical issues

• Excellent analytical, oral and written communication skills and exceptional customer service skills necessary

• Flexible to be on-call via company-provided tools to respond to high-severity customer issues during non-standard business hours

• Remote work experience

Responsibilities

• Actively working with customers to identify and resolve a range of support questions and issues, from simple to complex via email, phone, and chat

• Exceeding customer expectations by delivering exceptional service.

• Taking ownership of customer needs by following up with tickets, and escalating internally where necessary

• Identifying, troubleshooting, documenting and escalating internal and external customers technical issues and bugs to the Development team, efficiently and accurately

• Triaging technical issues with Customer Success and Development teams

• Building and augmenting our internal Knowledge Base and external resources so that reoccurring solutions are documented to enhance the quality of our customer responses and reduce resolution time

• Performing other operational and administrative support as requested by the business

• From time to time acting as front-line for incoming support requests

• Demonstrating leadership and autonomy in resolving complex technical problems, including escalations to the Development team