Technical Support Agent
RemoteEindhoven, Noord-Brabant, NetherlandsSupport
We're not your average startup. We started from the ground up, bootstrapping our way to millions in revenue (in an already over-saturated market) and now just within two years, we are ranked 54th out of the world's 474 fast-growing bootstrapped software companies published by Latka Magazine… It’s like the “Inc500” list but only for Bootstrapped SaaS companies….and we continue to grow fast!
LIFE AT EXPANDI
We could go on and on about how we're the most fantastic place to work, that you'll have a great time here with all your new friends. But what's really important is that this organization has ambitious goals and sets lofty aspirations for its people
We want our employees to be better than they were yesterday. We believe in investing in them so they can grow into who they are meant to be; because of this, there will always be something meaningful going on at the company--projects worth working hard for.
And even if it sounds like I'm bragging about us too much...at least, when you send someone an email from work or grab some water out of the fridge (yep - our water bottle), you know where it came from!
We think that at the end of the day, it's people who matter. And we are a company made up of people; you don't need to be from Stanford or have an MBA to rise through our ranks and make your mark. We're looking for talented individuals with ambition, drive, and dedication -no pedigree required!
OUR OFFER TO YOU
Fair pay - We try our best to be the best we can and put our people first. Therefore we try to give everyone a fair, competitive salary. Your package will be composed of a solidly fixed salary and a nice variable package. It is our philosophy to reward you for your performance, if you do well for Expandi, you should benefit and get rewarded!
Growth potential - Let us know what your interests are and what you need to grow your skills
and knowledge and we’ll take care of it. It is in our interest to make sure you keep developing yourself so we are keen to stimulate you in your career development within Expandi.
Healthy work-life balance - You have a life outside of work. That life always comes first. Too hot to focus? Head to the pool, and work in the evening.
All ideas welcome - We don’t really do hierarchy. So if you have a great idea, you’re always free to bring it to the table. And to bring it to life.
Fun-loving work-family - Let’s face it: when you join us, you’ll be spending a lot of time with us. Luckily we’re all super fun. And fun-loving.
We are looking for an extension of our Technical Support team and looking for an experienced Technical Support Agent. In this position you are going to be responsible for processing all questions and bugs reported internally via an online chat system. You will be the key link between Customer Support and Developers, ensuring timely and effective investigations and resolutions of issues and complicated customer cases. Some of your duties will include investigating edge customer cases, identifying and describing issues to Developers. You will be working closely with Customer Support and Developer teams to make sure all technical issues are handled and resolved quickly and efficiently.
YOUR KEY RESPONSIBILITIES
Identifying and prioritizing technical support needs from customers and taking ownership in finding solid solutions.
Providing second line product and service information and resolving product related problems and support on in-depth technical related issues.
Creating an overview and structure in recognizing patterns across customer issues and how to proactively deal with this.
Structuring Technical Support communication within the Expandi team and making sure the Development team and Customer Support to solve bugs and drive growth in existing accounts using customer insights and proactively identifying churn risks..
Organizing the Technical Support tickets in Jira and making sure tasks are prioritized and handled in time.
Analyzing Technical Support data and high-lighting points of attention for Customer Support.
Providing recommendations for improving product service quality and scalability of the Technical Support Services.
YOUR TALENTS AND SKILLS
Proven experience in technical support or a related role in a SaaS environment.
Preferable a college degree in Computer Science/IT-related field.
Excellent problem-solving and analytical skills, with the ability to gather and evaluate data to drive decision-making.
Effective communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders.
Strong organizational skills and the ability to manage multiple priorities in a dynamic environment.
Passion for technology and a deep interest in staying up-to-date with industry trends and advancements.
Quick learner and keen to challenge yourself to improve your knowledge and skills.