Application Support Specialist, 1st line

Voyado is the ultimate solution for personalization and relevance across all channels-online and offline. Used by retailers and e-commerce companies worldwide, the Voyado customer experience cloud makes it possible for every brand to engage customers, elevate shopping experiences, and evolve their own businesses. Voyado have for several years been the go-to solution in the Nordic countries and we are now growing rapidly in new markets such as the UK and the Netherlands.

If you are ready for your next adventure within customer support and want to join our expansion throughout Europe and have an interest in customer care, e-commerce, retail, and tech - keep reading!

About the role
As Application Support Specialist you will be a part of our Customer Support team focusing on our product Engage (https://voyado.com/?utm_term=voyado&utm_campaign=01+%7C+Brand+%7C+SE&utm_source=adwords&utm_medium=ppc&hsa_acc=4848612357&hsa_cam=10887277907&hsa_grp=106762051573&hsa_ad=457961000061&hsa_src=g&hsa_tgt=kwd-362240835542&hsa_kw=voyado&hsa_mt=p&hsa_net=adwords&hsa_ver=3&gclid=CjwKCAiA3pugBhAwEiwAWFzwdRG5u7_DDEdV014eQXODrJM8bY_PGs1T6vCdiudEJNDjWzhUBUp9ZRoCbg8QAvD_BwE). The team consist of support experts focusing on both guidance and troubleshooting.

Some examples of your daily work:

- Give our customers a world class reception when they contact support

- Manage and prioritize incoming tickets and dispatch to the appropriate owner where applicable

- Respond to common questions using product knowledge and best practice

- Perform basic troubleshooting with users and escalate tickets to 2nd line if necessary

- Work closely with our 2nd line, raise bug reports or other queries that need their involvement

- Work closely with our Customer Success Managers, making sure we do what we can to let our customers reach their full potential in Voyado Engage.

- Provide important feedback to Product Development and have a proactive approach on systemic issues, improvement areas, and more

- Track and flag missing KB articles and FAQ, or if an update is needed



So, who are you?
A compassionate never-ending thriver. You enjoy a challenge in the shape of a technical nut dipped with customer interaction. Working with customer support at Voyado requires a holistic approach so collaborating within or outside your team comes naturally.

Skills & Background:

- Experience from working in customer support, preferably SaaS or similar tech services, having performed troubleshooting, found help in technical documentation, and guided customers

- Fluent in Swedish and English

- Having worked with loyalty programs within retail is a huge plus, maybe you even used Voyado Engage?

- An education with techy orientation is a plus (University or Trade school doesn’t matter). However, if you lack formal education, it’s required that you at least feel confident in explaining techy things

Personal skills:

- You don’t overcomplicate things and find new smart ways of work to be effective and scalable - without nudging performance or quality. And of course, you share it with your teammates!

- You manage customer encounters with resilience, empathy, customer understanding, improvement mindset, accountability, and mental agility.

What's in it for you?

Voyado wouldn’t be the powerful platform it is without the people behind it. We really care for our Voyadoers and some examples of what we can offer you are:

- An engaged team with a knowledge-sharing and friendly culture

- Summits on a regular basis where we hang out, workshop, discuss, and have a good time together

- Opportunity to engage and deepen your knowledge in different initiatives

- Work-life balance - we don't have a long work hours culture, we value engagement over hours worked

- ... And of course, not to mention that we have a pleasant benefits program

Ready to join the team?
Lovely! Applying is super easy. Use your LinkedIn profile (or upload a resume) and answer a few click-in questions (no data entry, we promise). We'd love to get to know you and understand what makes you tick, so write a few lines about what would be an exciting challenge for you going forward. We are eager to get to know you and what you love to do, so be yourself and let that shine through in your application!

Additional information
As part of our recruitment process we conduct a background check on the final candidate. We use background checks from Scandinavian Recruitment Intelligence (https://sri.se/?gclid=CjwKCAjwgviIBhBkEiwA10D2j5jxTpURheC3-0kygy7K_DHTTjcVon3-3nrRXPYijXWnTZ8QwuGXyRoCaQQQAvD_BwE). Here (https://sri.se/faq-kandidat-bakgrundskontroll/) you can read more about how a background check is done.