Senior Support Specialist

Job description

Are you willing to do everything to make our users happy and support the development of the next big thing in communications? Do you leave no stone unturned and go all the way to solve issues? Are you the one who translates user issues and can define the true problem at hand? Then you might become the next Senior Support Specialist within Zivver.

Zivver is a technology scale-up that provides secure communication software to reduce the risk of data leaks for businesses. We are one of the fastest growing businesses in the Netherlands, having taken less than six years to go from a mere idea to hundreds of enterprise customers, over $30 million raised and 145 employees. We are shooting for world domination, and you can be a part of this!

Our Support Specialists stand at the front line of communications with users having questions about our product. You are the voice of the customer and therefore able to deal with wishes, demands and even complaints.


Hot take

  • You handle stressful situations better than a navy seal.

  • Typos make you sad.

  • You do not think in problems but in solutions.

  • You do not hold back to ask for help.


A day at HQ

It is 8.30, you grab a coffee and join the team’s daily standup meeting to make sure we are all on the same page. After the standup you open your laptop and start answering incoming questions from Zivver users. Someone needs help with setting up an account? Check! Someone’s Zivver Office plugin disappeared? Check! Someone didn’t receive a verification code? Check! During the day you share received product-feedback within the team to make sure the translation is made between users and development. Just before lunch you play a game of table tennis with your colleagues that leaves you in desperate need of some carbs to recharge for the afternoon.

After lunch you get back to your laptop and check if there are customers in need of your help. You notice that a certain question is received multiple times and you start wondering if this is the result of a software bug. You discuss this with your Team Lead, Justin. You indeed found a bug and call the customer as quick as possible to record the bug. Next you create a bug-report to communicate the bug to the development team. For the rest of the week you keep a close eye to the bug-report, and verify with the customer once this issue is solved.

Besides helping customers, you will spot possible process improvements (yes, even the most successful teams can always improve!), describe the issue, formulate suggestions and start up projects to make it so! All the while keeping an eye on your Support colleagues, checking if they need help and supporting them in becoming even bigger Support heroes.

You do a last check of your inbox (leave no case behind!) and end your day with a cold beverage in the Hummingbar.


Responsibilities

  • Managing incidents and finding the best possible solutions.

  • Working together with other departments to improve customer experience.

  • Be the first point of escalation before informing your Team Lead on ways forward.

  • Providing feedback to the Team Lead to improve the product.

  • Striving to continuously improve tools, channels & pages we use to interact with our users.

  • Continuously keeping a critical eye on the business processes and discuss with your Team Lead on how to improve on them.

After a few months, you get to deep dive into:

  • Discussing the advanced technical issues with our Technical Consultants.

  • Keeping in contact with Customer Success Managers and Project Leads to make sure customer expectations are aligned, and met.

  • Participating in projects and spot improvement and learning opportunities for the Support team.

  • Striving towards the continuous improvement of Support processes and the development and growth of others.

  • Being the first point of escalation for customers and Support Specialists when they get stuck resolving a ticket or need guidance on how to resolve a customer situation.

  • Coordinating the Incident Management Process

Benefits

  • Impact from day one on the product and our customers;

  • A pension plan;

  • €1.000 personal development budget annually.

  • Great office and awesome people with different nationalities;

  • Company & team events and outings.

  • Entrepreneurial, energetic environment where you can bring your ideas into action.

Requirements

  • Fluent in Dutch & English.

  • 5+ years experience in Support roles

  • You have a Bachelors degree and are interested in IT solutions.

  • Experience in team coordination is a pre.

  • You are service-oriented.

  • You are tech savvy.

  • You are a process improver and you always make sure to not reinvent the wheel.