About the job
As a Support Specialist at Propeller you help the customers of our B2B E-commerce platform get the assistance they need. This can be a simple question about the software, a fix for an incident or a bug, but it can also be a request for a new feature in the product or a change in a product integration. And next to day to day support, small projects for existing customers are handled by the support team as well. The first line support team analyses all the incoming work, applies direct fixes where possible or involves our second line developers where needed. The team makes sure the work gets done and that customers are correctly informed about the status of their requests.
So, support at a software product company like Propeller is more than just answering a few questions. You analyze, prioritize, plan, and communicate, and you are able to effectively talk to both business users on the side of our customers as well as the developers within Propeller.
Next to the reactive part we also want to improve the pro-active support; knowledge sharing in FAQs, online ‘how-to’ videos for our existing customers, newsletters with updates about new features, active customer success managers for some of our bigger customers etc.
So, if making sure that our customers get the best possible support while using our B2B e-commerce platform sounds good to you and you like the diversity of a first-line support team, then let’s talk!
We are Propeller
Propeller is changing how B2B commerce is done. From separate worlds, where the sales team and e-commerce are disjoint channels, towards a unified approach that brings together on and offline sales.
Propeller is a software-as-a-service platform designed for B2B and D2C commerce, where you have all the data at your fingertips to drive more revenue, reduce errors to 0% with zero-touch order processes and deliver outstanding customer experiences with personalized customer portals.
Propeller is built on a strong foundation: The team at Propeller has 100+ years of experience in building e-commerce software and projects. And we are growing rapidly!
We are now a 35 member team in four countries, with HQ office being in Amsterdam.
– Make sure, together with the team (currently 2 first-line support colleagues as well as 2 software engineers for the second line support), all incoming tickets are picked up within the Service Levels we promise to our customers.
– Answer the phone for urgent cases.
– Come up with improvements, both for the support processes as well as for the product.
– Help in the creation of FAQ documentation, How-to-videos and other online materials.
– Become the customer success manager for some of our customers.
– Good communicator
– Fluent in English
– Good analytical skills
– Basic technical knowledge (You don’t need to be a die-hard programmer, but you know the difference between code, configuration, frontend and backend technologies, log files etc.)
– Hands-on mentality.
– Proactive attitude.
– Experience in a software development organization or product support team is a plus.
– Experience in an E-commerce environment (B2B or B2C) is a big plus.
About Personal Programmer
We are a nearshoring company that helps Macedonian developers to find their dream job working for international companies. A job where you can grow as a developer, and get the most out of your working life and career whilst enjoying every day you come to Personal Programmer’s office.
However, for the time being, due to the COVID-situation, we allow every developer to choose if they want to come to the office or work remotely. Your health is most important in these times and for us, it is only natural that you be the one that makes the decisions about the office choice. We are and have always been, a very transparent company where our developers have a lot to say. We listen. We believe in the positive effect of a long-term cooperation which, along with transparency, are crucial for a successful and satisfying working environment.
We do everything in our power to make your job as fulfilling as possible. We provide great equipment and working stations, advice about work-related subjects and about your salary, which you may discuss openly with your client.
At Personal Programmer you are in an ever-evolving team and we are looking forward to welcoming you to our family.