Technical Support Specialist, 2nd line

Voyado is a fast-growing company that operates and develops a data-driven SaaS platform (https://www.youtube.com/watch?v=dkX3_Y0cfNk&t=2s) within Marketing Automation, CRM, Loyalty and Product Discovery. We are the leading tool for retail and eCommerce companies that want to personalize communication and customer experiences.

Our mission is to deliver a best-of-breed product that matches every customer’s need. In December 2021, Apptus (now Voyado Lund AB) joined forces (https://voyado.com/voyado-apptus/) with Voyado. This means that we now are a company of 200+ colleagues on an exciting journey together! Voyado’s portfolio now also contents Voyado Lunds intelligent software, Voyado Elevate, that maps, analyzes and learns from the visitor's behaviour in real time, which allows the e-tailer to present relevant products and offers, adapted to each individual.

If you are ready for your next adventure 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
You will be a part of Customer Support, a fast-growing team consisting of support technoids focusing on both guidance as well as troubleshooting. Your daily tasks as a 2nd line specialist usually are:

- Manage cases that require in depth technical knowledge and
troubleshooting.
- Provide guidance in more complex user scenarios.
- Assistance in configuration and set up.
- Work closely with our 3rd line, raise bug reports or other queries that need
their involvement in a structured and well-documented manner.
- Provide important feedback and have a proactive approach to systemic issues and improvement areas to relevant stakeholders.
- 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 requires a holistic approach so collaborating within or outside your team comes naturally.

Skills/Background:

- Fluent in Swedish and English.
- Experience from working in technical support, system integration projects, QA, system development or customer support at a techy company having gained skills in technical troubleshooting, navigating technical documentation and guiding customers.
- A degree with techy orientation (University or Trade school doesn’t
matter).
- Knowledge of concepts such as JavaScript, HTML XML/XSL, CSS, JSON,
REST APIs, SQL queries.
- 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 team!
- You manage customer encounters with resilience, empathy, customer
understanding, improvement mindset, accountability, and mental agility.

We offer a fun-loving diverse environment with plenty of opportunities to learn and develop. Voyado is on an exciting journey, and you will be part of our evolution - building world-class support. Additionally, will master what data-driven loyalty for retail and e-commerce looks like, and understanding how Voyado relates to digital marketing, as well as learn about the opportunities with integrations to POS, ECOM, product recommendations, and much more.

What we offer you

You will be part of an extremely exciting journey in redesigning the market for personalized customer experiences. We want to make our products Europe's leading loyalty system and product discovery engine in retail and e-commerce, and together with our customers, we are well on our way. We are extremely dedicated to the task, but at the same time, we ensure that everyone is doing well at work. You will have plenty of room to grow in a creative work environment where personal development is as important as high competence. You get to work with some of Sweden's strongest brands that use Voyado as a platform for their loyalty work, and your everyday life has elements of collaboration with both customer and internal Voyado teams.

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 you enjoy about your role and 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.