As our very first Tech Support Specialist, you will be working in the Customer Success Team responding to customers support requests. And, also closely work with the Product team to help resolve customer issues and report back to the customers.
Job description
As a Tech Support Specialist, you will be based in Amsterdam and accountable all first-line technical support. You do this by understanding in-depth how Oaky works on a product level and apply this knowledge to the specific customer problems/questions and what they want to achieve! You will also be primarily responsible for driving proactive support throughout the customer lifecycle and drive engagement. You will constantly strive to communicate and resolve customers issues in a way that fits the tone of voice and service levels our customers have come to love and expect. You will also work very closely with the product team acting as a link between the Customer Success Team and Product Team and constantly work on streamlining our support triage process.
What we expect from you
- Able to multitask, prioritize, and manage time efficiently.
- You have a minimum of 2 years experience in Customer Support, ideally also from a technical aspect within the Hotel industry, Hospitality technology or the SaaS field.
- Native or fluent in English. One additional European language would be an advantage.
- Goal-oriented and organized.
- Excellent at verbal and written communication skills; must be a great listener and a people-person.
- A key eye for improvements.
- Detail-oriented and analytical.
- A calm headed person.
- You are currently residing in the Netherlands and are legally allowed to work in the Netherlands.
Experience
2 years or relevant experience in:
- Customer service, ideally virtual/chat based support
- Technical Support
- Hotel tech
- SaaS Company
Knowledge of
- SQL, HTTP, RESTful APIs and software testing would be a big plus.
- Intercom/Zendesk.
- Google Suite.
- BI Tools.
Key responsibilities:
- First point of contact for customer support queries, especially online chat.
- Understanding the customer’s problem, and providing the right solution. If you cannot provide the resolution at the first instance, you will follow up with the customer keeping them up to date with their issue/resolution.
- Improve/set/maintain support metrics - Initial response times, resolution time, CSAT.
- Develop and execute proactive support and engagement strategies.
- Lead the improvement process of our customer support pillar.
- Help the Customer Success team debug/resolve technical issues.
- Maintain and update internal CS technical documentation, support articles etc.
- Act as the link between Customer Success and our Product team to resolve support issues.
What Oaky offers you
- Very supportive, ambitious and fun colleagues in an international work environment
- An amazing learning experience in a scaling Customer Success team in a fast-growing SaaS company
- An attractive salary
- Quarterly company outings (fun fun fun days)
- Laptop
Do you see yourself working here? Hit the apply button or send your application to recruitment@oaky.com
Recruitment agencies do not need to respond to this job advert
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