The Purpose Driven Career Objectives of a Customer Support and Operations Engineer
In the role of a Customer Support and Operations Engineer you will operate as our first/second level support. You will help build and grow our IoT (Internet of Things) business by providing our international customers with excellent support and by making sure that the technical issues are resolved effectively in line with company SLA’s against KPI’s.
Work Information:
- 5 days a week (fixed morning shift)
- Permanent work from home set up
Benefits
- Challenging tasks in a dynamic and international environment (30+ nationalities)
- Paid leave days and HMO for you and up to 3 dependents upon regularization
- Monthly Gym allowance for a subscription of your choice
- Regular team events
To apply for Customer Support and Operations Engineer , you are excellent at:
- Make a great first impression, provide our customers with the confidence that they will be well taken care of while the case is being investigated.
- Provide a technical support via ticket-system, email or telephone.
- Prioritize requests and find customer-oriented and suitable solutions, often in close collaboration with our Customer Success, Engineering & Product teams.
- Be responsible for our support and ticketing system, Zendesk, by following up with all requests until all issues are solved.
- Communicate procedural and technical issues to internal and external customers/stakeholders.
- Define and track bugs for development and offer innovative ideas to engineering and product teams to improve our user experience and the product quality.
- Always contribute and maintain our knowledgebase articles.
- Monitor and mitigate alerts of our production system.
- Support customers when issues are detected or in progress.
- Provide suggestions and improvements for internal process and ticket handling.
Your Success Profile includes:
- 4-7 years’ experience in SaaS, PaaS, Telecoms, customer support, IoT/M2M
- Experience in technical customer support, ideally at a mobile network operator or telecoms vendor
- Knowledge of maintenance and Technical Support activities and processes
- Strong knowledge of Operating Systems (e.g. Microsoft Windows)
- Experience in the use of a support ticketing system, e.g. Zendesk, JIRA, any other
- Fluency in English. An additional language is essential
- Passion to automate processes; resourceful and unwavering to solve customer and production issues.
- Ability to work in shifts.
- A technical education would be appreciated, e.g. network operations or telecommunications engineering
- Hands-on, team- and solution-oriented personality
- Knowledge in Amazon Web Service and Cloud