Application Support Specialist, 2nd line
Voyado AB / Supportteknikerjobb / Stockholm
2023-09-29
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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
You will be a part of Customer Support, a team consisting of application support technoids focusing on both guidance as well as troubleshooting.
Some examples of your daily work:
• Manage cases that require in depth technical knowledge about our application and technical troubleshooting skills.
• Provide guidance in more complex user scenarios for our application users.
• Assistance in configuration and set up.
• Work closely with our 3rd line, raise bug reports or other queries that need
their involvement in a structured and well-documented manner.
• Provide important feedback and have a proactive approach to systemic issues and improvement areas to relevant stakeholders.
• 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 requires a holistic approach so collaborating within or outside your team comes naturally.
Skills/Background:
• Experience from working in technical support, system integration projects, QA, system development or customer support at a techy company having gained skills in technical troubleshooting, navigating technical documentation and guiding customers.
• Knowledge of concepts such as JavaScript, HTML XML/XSL, CSS, JSON,
• REST APIs, SQL queries.
• 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 team!
• You manage customer encounters with resilience, empathy, customer
understanding, improvement mindset, accountability, and mental agility.
• 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.
• Fluent in Swedish and English.
We offer a fun-loving diverse environment with plenty of opportunities to learn and develop. Voyado is on an exciting journey, and you will be part of our evolution - building world-class support. Additionally, will master what data-driven loyalty for retail and e-commerce looks like, and understanding how Voyado relates to digital marketing, as well as learn about the opportunities with integrations to POS, ECOM, product recommendations, and much more.
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 Engage (
https://voyado.com/products/customer-loyalty-platform/) 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 you enjoy about your role and 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 2024-03-17
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 8153727