Convious is looking for a Senior Technical Support Specialist to join our team in the Amsterdam office! One of the crucial points for our growth is the quality of service we provide to our customers and the extra mile we go. As a Technical Support Specialist, you will make sure that our operations run smoothly by providing first and second-line support for our existing customers. This includes the configuration of new customers to the Convious platform. You will work closely together with our Customer Success Managers by taking care of our most valuable assets, our customers but also with our Developers and our Product Managers.

ABOUT YOU:

You are looking for a challenging role in the SaaS world. Communicating is one of your strengths. You have an eye for detail and love solving problems. You thrive in a changeable environment and can work well independently.

ABOUT US:

Convious is a leading software company that connects the experience economy with their visitors. Our platform engages, converts and sells to more consumers by enhancing the customer journey and experience. We are mainly active in the experience economy, serving attractions like a Zoo, Theme Parks, Wellness Venues, Museums and more. Be prepared for seasonal peaks, but also know that in return you have unlimited paid vacation days.

QUALIFICATIONS:

• Experience: 4+ years of experience in technical support or a related role, preferably in the SaaS or e-commerce sector.
• Technical Skills: Proficient in troubleshooting and resolving technical issues, with experience in product configurations and integrations.
• Languages: Fluent in English, German, Dutch or French are a plus.
• Communication: Excellent communication skills, capable of clearly articulating solutions to customers and colleagues.
• Flexibility: Ability to work in a dynamic environment, with occasional weekend shifts, and adapt to changing priorities.

• Advanced Support: Provide escalated technical support for our customers, resolving complex issues and ensuring their needs are met promptly.

• Mentorship: Guide and mentor junior support staff, sharing knowledge and fostering a collaborative team environment.

• Configuration: Oversee and assist with the configuration of new customers onto the Convious platform, ensuring smooth onboarding and integration.
• Collaboration: Work closely with Customer Success Managers, Developers, and Product Managers to ensure customer satisfaction and continual product improvement.
• Continuous Improvement: Participate in initiatives aimed at improving support processes, helping to develop and implement new strategies for operational efficiency.
• Onboarding new Partners: Support with the technical Onboarding of new Partners.