Technical Support Agent

We’re looking for an enthusiastic, social and creative Technical Support Agent to take our company to the next level. Someone who’s passionate about helping people and fixing problems. You live and breathe customer service combined with tech, and will make every effort to help our customers get the most out of our awesome site search.

Sooqr makes site search awesome. We offer a site search solution to a fast-growing number of customers, all over the globe, mainly in e-commerce. Sooqr Search makes it easy to add instant, relevant & great working site search to websites and shops. Making sure our customer’s customer finds the exact product and content they’re looking for, and much more.

By using your people skills and technical knowledge, you will (pro)actively respond to technical support questions and requests from customers and help with any problem they may come across, ensuring their usage of Sooqr services helps them to excel in their company goals.

Responsibilities

• Respond to technical support requests (phone and e-mail) from customers that are passed on via our customer success team

• Analyse and assess the issue and come up with fitting solutions

• Come up with a (temporary) fix in case the root cause of the issue is too complex to easily solve, and pass complex issues over to our dev team

• Communicate openly and directly with the customer to update on progress or status of their project and/or issue

• Keep an accurate log of all activities for all customers assigned to you and provide insight reports on the status of all running accounts & activities

• Work with development to get open support tickets handled with the appropriate priority

• Stimulate ideas to (continuously) improve the team and company performance and evaluate emerging technologies and provide thought leadership and perspective for adoption where appropriate

We offer

• Flexibility: working on a full-time or part-time basis, all is possible

• Daily lunch & great coffee (or whatever you fancy)

• The possibility to learn, grow and be a core member of our expanding scale-up & to make an impact on our company’s success

• The opportunity to create awesomeness in our brand new office, located in Utrecht

Requirements

• HBO+ technical education level

• Experience with PHP, Solr, Elastic Search, Java, CSS, HTML, XSLT

• 2+ years of experience in development/technical support/customer success management

• Sociable, pro-active, service-oriented, patient

• Experience and affinity with online technology and services (SaaS)

• Strong sense of ownership with an eye for detail and excellent documentation skills

• Fluent in Dutch and English is a must, with excellent communicative skills

Sounds great? Interested? Questions? Simply contact us: send me an email or contact Venetia de Wit.