Technical Support Specialist

3 semanas atrás


Évora, Portugal Optiply Tempo inteiro
About Optiply

Optiply is a fast-growing tech company that specializes in smart purchasing software. We help web shops and wholesalers predict sales and determine what to buy and when, reducing emissions and waste in the supply chain.

Job Description

We are seeking a skilled Technical Support Specialist to join our team in Évora. As a Technical Support Specialist, you will be the primary owner and driver of key support KPIs, such as Time to respond, Time to solve, and CSAT score. You will be the main contact person for support issues and general product-related questions, responding promptly to customer queries via email, live chat, and/or phone.

Responsibilities
  • Be the primary owner and driver of key support KPIs like Time to respond, Time to solve, and CSAT score.
  • Be the main contact person for support issues (technical and non-technical) and general product-related questions.
  • Respond promptly to customer queries via email, live chat, and/or phone.
  • Analyze log files and customer data to identify whether an issue was caused by the customer, by our software, or by the systems we connect to.
  • Escalate bugs to our product and development teams, packaging together customer issues with logs and analysis.
  • Manage escalated issues and continue to communicate with the customer success team or directly with our customers in a timely fashion to inform them of progress.
  • Think and share ideas for ways to improve processes and services to meet customer needs.
Requirements
  • One to two years of experience in any kind of customer-facing role.
  • Interest and curiosity about technology and data.
  • Affinity with code (Java/R/Python) and APIs.
  • Great written and verbal communication skills.
  • The excitement in working in a fast-growing and rapidly changing environment.
  • A can-do, give-me-a-problem-and-I'll-solve-it spirit.
  • Sound judgment and excellent problem-solving skills.
  • A drive to dig into the details of a system or process to solve customer problems.
What We Offer
  • Competitive salary.
  • Food allowance.
  • Health insurance.
  • Paid training.
  • Flexible schedule.
  • Hybrid work.
  • Proactive career management.
  • Personalized setup (PC, monitor, keyboard, and others).
  • Friday drink.
  • Thematic days (dinner/karts/boat trip, etc).
  • Annual gathering.

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