Customer Support Analyst (Portuguese)

Where: Malmö (Sweden)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Portuguese

Primary Responsibilities:

  •      Serve as a primary first point of contact for customers with technical and operational questions on our products
  •      Act as the customer advocate by owning issue resolution as well as managing internal and external communication until the issue is resolved to the customer’s satisfaction
  •      Accurately log issues and follow appropriate escalation procedures
  •      Escalate issues as needed accounting for risk and client satisfaction
  •      Educate customers and assist them in using the product’s tools
  •      Actively monitor and address variations to key customer metrics
  •      Collaborate with team on knowledge-base development for internal and external use
  •      Investigate desired outcome and possible options for submitted service requests
  •      Perform service requests from Client Solution Engineers
  •      Initiate improvements to internal case tracking tool and related reporting
  •      Work closely with Product Managers to build solid, ongoing understanding of customer needs
  •      Share “supportability” knowledge internally to improve tools and processes
  •      Participate to 24/7 on-call rotation for hotline escalations.

 

Skills and Experience Requirements:

Technical:

  •       Proficiency in CSS, HTML and JavaScript and an understanding of other presentation-layer web-development languages
  •       Strong client facing consultative and communication skills
  •       Familiarity with cross-browser compatibility troubleshooting
  •       Familiarity with website performance testing and tuning
  •       Highly skilled in Microsoft Office (Excel, PowerPoint, Word)
  •       Familiarity in retail analytics (e.g., analysis of online transactions, average order value, conversion rates) and web-based reporting

 

Professional:

  •       Strong professional services and client relations skills
  •       Experience in SaaS, eCommerce, and/or consumer-oriented online services
  •       Ability to multi-task, prioritize issues and manage many deliverables simultaneously
  •       Ability to work with a diverse customer base ($100M – $5B+)
  •       Ability to work effectively within a matrix managed project structure
  •       Initiative to act on support opportunities
  •       Leadership qualities with great teamwork experience
  •       Experience writing customer facing and internal documents
  •       Extremely detail oriented
  •       Strong sense of urgency

 

Preferred Experience:

  •       At least 2 years of relevant Technical Customer Support and/or account management experience, with a preferred focus on the Saas or eCommerce industry
  •       Experience with Case Management tracking tools, experience with Salesforce.com, Zendesk, Jira Service Desk a plus
  •       Salesforce administration and reporting writing skills desired
  •       BA/BS required, technology or business degree preferred
  •       Fluent in English. Additional language abilities in Japanese, Portuguese, or Swedish a plus.
  •       Support tool building or code debugging experience is a plus.

 

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