Customer Support Engineer
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 Support Engineers take ownership of technical issues and work with fellow Support Engineers and our Development team to resolve more advanced issues, when needed.
What the role is about
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, chat and phone
Owning technical issues by troubleshooting and qualifying cases before escalating to Development
Creating product troubleshooting guides to assist customers and fellow teammates
Maintaining practitioner level knowledge on 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
Working on other technical and operational projects as assigned
What we require of you
Minimum 1 of year experience in technical/customer support, website management, development or equivalent
What we'll love about you
Experience working with customer service platforms and ticketing systems
Knowledge of and/or experience with a Customer Relationship Management (CRM) tool
Proven record of accomplishment collaborating with global teams
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
Proven track record of delivering measurable results
What we hope you’ll love about Siteimprove
Siteimprove is a people-centric company driven by the desire to make the internet better for all with inclusion and growth as our cornerstones. We amplify growth by empowering marketers to increase digital marketing reach, supercharge performance, and deliver maximum ROI. Siteimprove helps democratize access by delivering an engaging and inclusive customer experience, optimizing digital marketing performance across channels, and simplifying our customers’ MarTech stack.
For our Siteimprovers, our amazing growth journey comes with plenty of opportunities for personal development and being surrounded by our highly talented colleagues means that there’s always someone to learn from. We’re a hybrid workplace and we nurture a culture that values achieving results over punching the clock, which ultimately offers our Siteimprovers a high degree of flexibility and enables them to keep their life in balance.
We take our responsibility as a thought-leader within digital accessibility very seriously. Through our business actions and our corporate social responsibility initiatives, we champion inclusion globally. As part of our commitment to the United Nations Global Compact and Sustainable Development Goals we have increased awareness about digital accessibility and contributed to a more inclusive World Wide Web for more than 10 years.
In addition, we hope you’ll appreciate:
Amazing kitchen staff. Our celebrity head chef and his kitchen staff cook delicious breakfast and lunch for us every day. They even offer take away!
Outstanding office location. We are located in the heart of Copenhagen in a beautiful building sometimes referred to as “the Palace” by our employees.
Tech talks and meetups. We regularly host meetups and organize weekly tech talks for all employees to join.
A hybrid workplace. We have the opportunity to work from home, work from the office, or a mix.
Amazing colleagues with a great mix of cultures. Our colleagues come from more than 45 different countries, so we have a great mix of cultures to learn about and from.
Social activities. We have plenty of opportunities to get together for social activities, including beer brewing, football, fitness classes, board games, wine tastings, and more.
How you apply
Click on the ‘Apply Now’ button to submit your CV and cover letter. If you have any questions regarding the job, feel free to contact Talent Acquisition Specialist, Mark Selch Petersen at [email protected]
To go back to our Siteimprove careers main page, please click this link... https://careers.siteimprove.com/