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Technical Support Representative (f/m/d)



IT, Customer Service
Vienna, Austria
Posted on Wednesday, May 22, 2024

We are looking for a Technical Support Representative, who will be the go-to expert for international customers using our SaaS platform, efficiently resolving their technical issues to ensure a seamless experience. Your expertise will play a crucial role in maintaining our customer satisfaction.

This is a full-time position where you can work in our Vienna office (as a hybrid model) or join our colleagues in our co-working space in Sofia (also as a hybrid model).

Some of the things you’ll work on:

  • Identify, categorise, and troubleshoot technical issues, escalating complex cases to your Team Lead or relevant departments.
  • Communicate resolution progress to clients and the team promptly.
  • Spot recurring client issues or requests to enhance our FAQ and Help Files.
  • Collaborate daily with support, technical, and Customer Services teams to achieve personal and team KPIs.
  • Provide customers with clear, professional, and error-free guidance and solutions.

We’re excited if you have:

  • Experience in a technical SaaS support/helpdesk role, with familiarity using Zendesk or a similar customer service ticketing tool.
  • Scripting skills in languages such as Python or SQL, coupled with experience in working with REST/JSON/XML APIs, and the ability to understand and process log files.
  • Experience in reproducing and debugging customer-reported issues across multiple layers of the technology stack.
  • Outstanding communication skills in English, ensuring clarity and effectiveness in all interactions.
  • A tech-savvy nature with a keenness to learn and explore new technologies.

Nice to have:

  • Experience with Linux Shell.
  • Written and verbal proficiency in German.

Why you’ll love it here:

  • Flexible working hours and home-office
  • Internal shares program (EDPP)
  • Ergonomic workspace and cutting edge technology
  • Budget for job relevant training
  • 25 days annual leave (excluding public holidays)
  • Regular team events (also remote)
  • Modern and stylish offices
  • Sustainable merch for all employees
  • Adverity Social Responsibility Days (+2 days paid off)

Are you ready to apply?

If this position is filled in Vienna, the minimum salary denoted for legal reasons and according to the collective agreement (IT KV) is €45.000. If this vacancy is filled in anywhere else, the salary will differ. In any case, we offer competitive salaries depending on your qualifications and experience.

Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to meeting you!