What kind of person are we looking for?
As Support Specialist at Propellor you help the customers of our B2B E-commerce platform to get the support they need. This can be a simple question about the software, a fix for an incident or bug, but it can also be a new feature in the product or a change in a product integration. And next to day to day support, also small projects for existing customers are handled by the support team. 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 Propellor 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 Propellor.
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!
Responsibilities
– Make sure, together with the team (currently 3 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.
Requirements
– Required experience 1 – 2 years in a digital support role.
– 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.)
– 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.
– Hands-on mentality.
– Fluent in English.
– Good communicator.
– Proactive attitude.
Our offer
High pace dynamic organization
Excellent benefits package
Option to work partly from home (also after Covid-19)
About our client
Propellor 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.
Propellor 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.
We are growing fast and are on our way to become the leading commerce platform for the mid-market. We have offices in Amsterdam, Skopje (North Macedonia), and Brazil and support Work From Anywhere. We are a diverse and inclusive team that shares a passion for commerce.
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.