Technical Support Engineer at Linnworks

Role:

As a Linnworks employee, you are excited at the prospect of contributing to the growth of a fast-paced tech company, and you won’t settle for mediocrity anywhere along the way. You don’t sit around and wait to be told what to do. You take the initiative and find creative ways to get the work done. You’re a great team player. You’re open-minded, committed to the success of all your colleagues, and a positive person to be around. You place integrity, learning and teamwork at the heart of what you do and strive to co-create an exceptional working environment alongside exceptional results.

As a Technical Support Engineer, you’ll be the primary point of contact for Linnworks customers, supporting them on any technical questions regarding the software and its functionalities. You’ll be playing a pivotal role in Linnworks customer experience. This will require very good communication skills, a proactive attitude, the ability to understand & navigate technical systems, and a strong passion for providing quality customer care. The key factors for solving cases within the technical support function with success, will be previously accumulated knowledge of customer service applied through an empathetic approach.

Education and training:

Higher education is not required, while any skills, knowledge, or experience related to acquiring a degree might come in handy.

Technical and computer skills:

Experience with:
Google Suite. A technical mindset is a plus in getting to know different tools and systems.

Competences:

Skills:

• Good written and spoken English language skills
• Very good communication skills
• Ability to multitask and make decisions
• Good problem-solving skills
• Good logical thinking skills with the intuitive ability to notice patterns and connect information points with detail

Attitudes:

• Customer Service focused mindset
• Open and energetic personality
• Trustworthy & Responsible
• Helpful & proactive attitude while solving issues
• Stress-tolerant & adaptable to fast-paced and changing conditions
• Passion to become tech-savvy with new applications, devices, technology & systems

Knowledge:

• Basic knowledge of how to provide quality customer care is a plus

Special requirements:

Passion for solving issues & finding solutions in complex scenarios

Previous experience:

Not required, however any experience with customer service is a plus

Work duties:

• Solving support requests as per set procedures in the Technical Support function via tickets, live chat and phone
• Providing prompt, efficient, detailed, and customer-oriented service to our customers
• Escalating complex cases to the respective teams as per set procedures
• Getting to know the Linnworks Product & learning, improving, completing training materials, and conducting independent research into related topics regularly
• Proactively looking for solutions to customer queries
• Supporting and mentoring other Technical Support Engineers in different questions and issues
• Explaining difficult matters to customers and colleagues in a simple and collaborative manner
• Working in shifts

Benefits:

• Fantastic team culture
• Professional growth opportunities
• Flexible working hours
• 5 weeks of holiday per year
• Learning opportunities
• Remote work possibility 🏠 and a cozy office 🏢 where you can work and relax
• Quarterly corporate events and regular team-building activities
• Sports compensation or supplementary health insurance
• Laptop 💻 & Home Office Support 💳 - a Work from Home Stipend of 500€ for setting up your home office