Online Support Coordinator

MultiMind Bemanning AB arbetar med personaluthyrning och rekrytering. Bolagets nisch är att förmedla personal med språkkunskaper samt internationell erfarenhet inom områdena logistik, ekonomi, marknadsföring, HR och IT.

För kunds räkning söker MultiMind en person till en spännande tjänst som Online Support Coordinator. Kunden är ett framgångsrikt internationellt företag inom elektronikbranschen som har verksamhet över hela världen. Du kommer jobba på det nordiska huvudkontoret i Stockholm. Uppdraget startar omgående och varar fram till mars, 2015 med goda chanser till förlängning för rätt person.

 

PURPOSE OF THE JOB:

Develop and maintain Support Web on company’s Nordic websites (DK, FI, NO and SE) including Mobile web.

 Develop and improve digital help contents such as FAQs, How to guides and Troubleshooting guides in order to maximize customer experience and self-resolution online.

The role includes project coordination of digital projects such as site renewals and functional development, help content production, and analysis of web statistics.

A suitable candidate is an excellent team player and able to plan, execute and follow up independently. Key requirements are to be able handle multiple information sources under tight deadlines and to actively seek out information when needed.

KEY ACCOUNTABILITIES:

* Administration of company’s Support Web – landing page, Support Menu and mobile version for the Nordic countries.
* Administration of Support Web additional content: Service Locations, eStore-Support, landing page, android updates + mobile version.
* Overall responsibility of Support functions on company’s Nordic website.
* Overall responsibility of Help contents Satisfaction and elp contnets creation ratio. o System administrator. o Continue to coordinate development and implementation of Chat and social media channels into system.


* Overall responsibility of ITyX Mediatrix solutions ( Email response management solution).

* Manage warranty information online + mobile version.
* Assist with manuals, drivers and software downloads

 

LIAISONS:

* Customer Satisfaction team
* Support Knowledge and Content coordinator
* Call Center
* Digital Operations
* Product Manager
* Product Specialist
* Public Relations
* Regional EHQ/ITC
* HQ
* Legal Team 

 

QUALIFICATIONS REQUIRED:

* College (“gymnasium”) finished
* Well-developed analytics skills
* Detail oriented
* High level of integrity in data created
* Ability to challenge data and performance
* Target oriented

 

EXPERIENCE:

* Minimum 2 years experience of working with web/portal/content management.
* Experience of working with technical support preferable.


SKILLS & ATTRIBUTES:

* A very good understanding of digital communication as a support channel.
* Ability to digitally present technical information in a pedagogical and easy to understand way for end customers. Fluent in Swedish and English. Knowledge of additional Nordic language is a merit.
* Service- minded.
* Team player
* Able to balance periods of heavy workload under tight deadlines.
* Highly driven with an eye for quality and customer satisfaction.
* Well presented and professional
* Basic HTML, CSS, Java Script (CMS environment) and Photoshop knowledge.
* SEO and SEM, basic Ominture and Google Analytics knowledge.
* MS office knowledge.
* Analytical