Application Support Specialist, 1st line
Voyado AB / Supportteknikerjobb / Stockholm
2023-09-27
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hela Sverige Voyado is the ultimate solution for personalization and relevance across all channels-online and offline. Used by retailers and e-commerce companies worldwide, the Voyado customer experience cloud makes it possible for every brand to engage customers, elevate shopping experiences, and evolve their own businesses. Voyado have for several years been the go-to solution in the Nordic countries and we are now growing rapidly in new markets such as the UK and the Netherlands.
If you are ready for your next adventure within customer support and want to join our expansion throughout Europe and have an interest in customer care, e-commerce, retail, and tech - keep reading!
About the role
As Application Support Specialist you will be a part of our Customer Support team focusing on our product Engage (
https://voyado.com/?utm_term=voyado&utm_campaign=01+%7C+Brand+%7C+SE&utm_source=adwords&utm_medium=ppc&hsa_acc=4848612357&hsa_cam=10887277907&hsa_grp=106762051573&hsa_ad=457961000061&hsa_src=g&hsa_tgt=kwd-362240835542&hsa_kw=voyado&hsa_mt=p&hsa_net=adwords&hsa_ver=3&gclid=CjwKCAiA3pugBhAwEiwAWFzwdRG5u7_DDEdV014eQXODrJM8bY_PGs1T6vCdiudEJNDjWzhUBUp9ZRoCbg8QAvD_BwE). The team consists of support experts focusing on both guidance and technical troubleshooting.
Some examples of your daily work:
• Give our customers a world class reception when they contact support
• Manage and prioritize incoming tickets and dispatch to the appropriate owner where applicable
• Respond to common questions using product knowledge and best practice
• Perform basic troubleshooting with users and escalate tickets to 2nd line if necessary
• Work closely with our 2nd line, raise bug reports or other queries that need their involvement
• Work closely with our Customer Success Managers, making sure we do what we can to let our customers reach their full potential in Voyado Engage.
• Provide important feedback to Product Development and have a proactive approach on systemic issues, improvement areas, and more
• Track and flag missing KB articles and FAQ, or if an update is needed
So, who are you?
A compassionate never-ending thriver. You enjoy a challenge in the shape of a technical nut dipped with customer interaction. Working with customer support at Voyado requires a holistic approach so collaborating within or outside your team comes naturally.
Skills & Background:
• Experience from working in customer support, preferably SaaS or similar tech services, having performed troubleshooting, found help in technical documentation, and guided customers
• Fluent in Swedish and English
• Having worked with loyalty programs within retail is a huge plus, maybe you even used Voyado Engage?
• An education with techy orientation is a plus (University or Trade school doesn't matter). However, if you lack formal education, it's required that you at least feel confident in explaining techy things
Personal skills:
• You don't overcomplicate things and find new smart ways of work to be effective and scalable - without nudging performance or quality. And of course, you share it with your teammates!
• You manage customer encounters with resilience, empathy, customer understanding, improvement mindset, accountability, and mental agility.
What we offer
We are extremely dedicated to the task, but at the same time, we ensure that everyone is doing well at work. You will have plenty of room and potential to grow in a creative work environment where personal development is as obvious as high competence. You get to work with some of Europe's strongest brands that use Voyado as a platform for their loyalty work, and your everyday life has elements of collaboration with both customer and delivery teams.
Some of our benefits:
• 30 days of vacation, so you can spend time on the things you love
• Beneficial bike lease, including e-bikes
• Breakfast buffet on Fridays
• Your choice of phone and gadget package
• 5000 SEK in wellness allowance
• A wellness hour a week
Ready to join the team?
Lovely! Applying is super easy. Use your LinkedIn profile (or upload a resume) and answer a few click-in questions (no data entry, we promise). We'd love to get to know you and understand what makes you tick, so write a few lines about what would be an exciting challenge for you going forward. We are eager to get to know you and what you love to do, so be yourself and let that shine through in your application!
Additional information
As part of our recruitment process we conduct a background check on the final candidate. We use background checks from Scandinavian Recruitment Intelligence (
https://sri.se/?gclid=CjwKCAjwgviIBhBkEiwA10D2j5jxTpURheC3-0kygy7K_DHTTjcVon3-3nrRXPYijXWnTZ8QwuGXyRoCaQQQAvD_BwE). Here (
https://sri.se/faq-kandidat-bakgrundskontroll/) you can read more about how a background check is done.
Ersättning Lön enligt överenskommelse
Så ansöker du Sista dag att ansöka är 2024-03-15
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare Voyado AB (org.nr 556787-0208),
https://voyado.com Arbetsplats Voyado
Kontakt Camilla Bergström
camilla.bergstrom@voyado.com 0701664122 Jobbnummer 8145306