Technical Support Specialist

at  Optiply

ABOUT US

About us
Optiply is located at the intersection of three fast-growing industries: Software as a Service, Artificial Intelligence and E-commerce. With our smart purchasing software, we now offer to more than 300 web shops and wholesalers access to the same tool on the basis of monthly subscriptions. With Optiply, our clients can predict sales and determine exactly what to buy and when. This not only provides financial benefits but also ensures that there are far fewer emissions and waste in the supply chain. Companies that work with us are, for example, DekbedDiscounter, Travelbags and XXL Nutrition. Despite the fact that we finance everything from our own turnover, we are one of the top 10 fastest-growing tech companies in the Netherlands. This and the international ambitions mean that we will go from 50 to 100 employees next year. So plenty of personal growth opportunities!

JOB DESCRIPTION

As Technical Support you’ll be working in our Tech Hub in Évora. You are a strong multi-tasker who can work successfully across multiple teams to resolve issues in a timely manner. You are also a tech-savvy product expert with strong attention to detail and ability to go beyond clients’ initial requests to understand their underlying needs. More than skills we are looking for energy, commitment and willingness to do better every day!

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• Be the primary owner and driver of key support KPIs like Time to respond, Time to solve, and CSAT score.
• Be the main contact person for support issues (technical and non-technical) and general product-related questions.
• You will promptly respond to customer queries via email, live chat, and/or phone.
• No matter how big or small the request is, you’ll take care of customer service in a timely, accurate, and friendly manner by yourself or with someone in the team who can help you with it.
• You’ll become a walking Optiply Encyclopedia who is able to provide top-notch (technical) assistance and information about all of our products.
• You’ll analyze log files and customer data to try to identify whether an issue was caused by the customer, by our software or by the systems we connect to.
• When bugs are identified, you’ll package together customer issues with logs and analysis and escalate them to our product and development teams.
• Bug hunting
• You’ll manage the escalated issues and continue to communicate with the customer success team or directly with our customers in a timely fashion to inform them of progress.
• Think and Share ideas for ways to improve processes and services to meet customer needs
• Perform unit tests