L3 Support Officer

at  Efficy

LARGE COMPANY WITH GREAT AMBITIONS AND CLOSE RELATIONS

efficy is a leading European Customer Relationship Management (CRM) solution that provides businesses of all sizes with complete, flexible, customizable, and scalable software to enable their growth. efficy’s platform includes products for marketing automation, sales, project management, customer service, and customer nurturing. Currently, more than 300,000 users from 63 countries use efficy’s tool.
Founded in 2005 and headquartered in Brussels, efficy’s around 500 employees work in local offices in Belgium, France, Spain, the Netherlands, Sweden, Denmark, Finland, Norway, Warsaw, Hong Kong, or remotely.
Our mission is to contribute to the success of every company by helping them transform customer data into customer insight while simplifying the work of their employees.
In efficy, two days are rarely the same, and things are changing rapidly. So, fasten your seat belt, and join us on the journey.

A UNIQUE WORK EXPERIENCE & COMPANY CULTURE

We want our employees to thrive in their daily lives, and therefore you can expect challenges, online music quizzes, onsite ping-pong tournaments, and lots more. Communication is informal, and your colleagues are only a short call away.

POSITION OVERVIEW

Supporting the customer service team when problems with our products cannot be solved by the 1st or 2nd line customer service representative. The L3 support officer has access to the code and is able to analyse problems, resolve small bugs directly himself and address more major product issues to the right address. Resolution is reported back to the CC team.

• Act as the point of contact for the Customer Care L2 officer when problems cannot be solved by the Customer Care employee in the 1st and 2nd line, in order to provide a continuous customer-oriented service in view of reaching the highest level of customer satisfaction.
• Develop small projects within a maximum timeframe of 3 days, while ensuring compliance with the budget negotiated beforehand by sales or Support team leaders.
• Provide assistance to L2 teams by addressing more complex customer inquiries and supporting them in resolving challenging issues.
• Be part of the R&D team to facilitate communication and collaboration regarding the improvement of standard functionalities.
• Stay well-informed about industry trends and advancements, consistently update knowledge in line with emerging developments, to enhance credibility and provide a service based on up-to-date expertise