Second Line Customer Support

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, Spain, 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.

• Handling incoming questions and inquiries from our customers and level 1 support
• Analysing and resolving complex functional issues our customers encounter
• Monitoring the on-time handling of questions within the set objectives.
• Taking second line telephone, e-mail and chat inquiries.
• Contribute to the knowledge database of troubleshooting guides
• Maintaining your knowledge of our Martech platform - Apsis One. You adopt a proactive attitude in gaining knowledge of new or changed functionalities.
• Maintaining your knowledge of internal procedures to be able to answer as many questions as possible without redirecting them to another team
• Ensure that you share technical knowledge with the level 1 support team, including the resolution of issues that they escalate. .
• Update customer records after each interaction with that customer. You add notes to customer records explaining what the interaction entailed and report on trends as necessary.