Customer Support Engineer

Customer Support Copenhagen, Denmark


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 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]

Siteimprove is a global corporation and has developed data practices designed to assure your personally identifiable information is appropriately protected. Please note that personal information may be transferred, accessed and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at Siteimprove.com/privacy.


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