Customer Support Engineer (Fixed-Term Contract)

Description

The Customer Support team at Siteimprove is a critical part of our success. Customer Support Engineers solve internal and external support tickets while delivering high-quality solutions through professional-level communication and advanced troubleshooting skills. Now s your chance to join Siteimprove on our growth journey, as we are looking for a new colleague to join our Customer Support Team. Our Customer Support Engineers take ownership of technical issues and work with fellow Customer Support Engineers and our Development team to resolve more advanced issues when needed. Working from our Copenhagen office, you will be part of a dynamic Customer Support team located across Sydney, Copenhagen, and Minneapolis, where collaboration and knowledge sharing are central to the daily workflow.

What you will be doing

• Managing tickets in line with Siteimprove s Service Level Agreement and with the quality that provides high customer satisfaction
• Problem-solving issues with the product interface and reporting capabilities
• Providing customer support through email and chat
• Escalating to Level 2 support and/or the Development team
• Creating product troubleshooting guides to assist customers and fellow teammates
• Maintaining practitioner-level knowledge of product features, advantages, benefits, and selling points for effective communication
• Collaborating with teammates and other departments to ensure a great customer experience and technical setup for every user
• Being an advocate for the customer to other departments to ensure customer needs are met
• Providing recommendations and best practices for emerging opportunities that assist in achieving Siteimprove organizational goals
• Attending meetings and other company functions as necessary
• Perform other duties as assigned

What we will require of you

• Bachelor s degree in computer and information sciences, communications, or related field, or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities
• Understand the concept of Content Management Systems and HTML, CSS, and JavaScript
• Highly motivated, self-starter, able to thrive in fast-paced environments
• Strong collaboration and teambuilding skills
• Minimum 1+ year of experience in technical support regarding web-oriented services, website management, or customer service function
• Excellent written & verbal communication skills in English

What we will love about you

• Experience working with customer service platforms and ticketing systems
• Knowledge of one or more Content Management Systems
• High-level knowledge of Digital Content Creation, Accessibility, Search Engine Optimization, and Digital Analytics
• Software-as-a-Service (SaaS) Customer service experience
• Excellent verbal and written communication skills working in a professional environment
• Strong collaboration and teambuilding skills
• Excellent, time management, organizational, and planning skills
• Ability to multi-task and adapt to a fast-paced environment

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Base pay will depend on the position, individual qualifications, market, and other operational business needs.

Siteimprove is an equal opportunity employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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