Customer Support Representative (Afternoon shift-Remote)

About Us

Antavo is a rapidly growing VC-backed scale-up that is disrupting the loyalty management market through its innovative omnichannel technologies. We are recognized by Gartner and Forrester as a leading pure-play AI loyalty management platform.

The Team

The Antavo Team is a passionate, dynamic, innovative and fun-loving professional team. From consultative sales people, savvy marketers to tech whizzes, we have a diverse team of talented individuals with one unified focus - our customers. Customers are at the heart of everything we do and we pride ourselves in always taking an innovative, customer-centric approach in creating the right experiences, products and content for them. With big dreams and a grand mission, we’re looking for great like-minded people to join us - people who are as passionate, fearless and entrepreneurial.

If you’re looking for a remote first, dynamic, no corporate-BS environment to learn, grow, and really make an impact, we could be the perfect fit for you!

The Role

As a Customer Support Representative at Antavo, you’ll ensure everything runs smoothly and at the highest quality for our clients while helping them maximise the value of our product and providing guidance when needed. We’re looking for a solution-oriented problem-solver who responds to technical and administrative issues professionally, with a long-term affinity for technology/IT, as a deeper understanding of the product will be increasingly important over time. We are currently looking for a colleague to join our afternoon shift.

HI THERE, I'm Laura Kornelia Groffen

Customer Support Team Leader

I’m looking forward to working with you!

Your Main Responsibilities

• Respond to incoming incidents and client requests with a personal, solution-focused approach while adhering to SLAs.
• Provide first-line support to our customers by checking, reproducing, and testing the issues 
• Write clearly documented incident reports for the Engineering team if necessary
• Be the bridge between our client and our Engineering team to make sure that incidents are solved on time
• Follow up with clients through updates until their issues are resolved
• Answer basic product questions, and offer guidance to assist clients in using our functionalities in a self-service way
• Solve basic-level configuration issues in the scope
• Escalate complex client requests to higher levels of support.
• Make sure our clients can find documentation to best use our features and collaborate with our writers to improve our content
• Constantly expand your knowledge about our evolving product and clients’ feature sets
• Identify common user issues and communicate feedback from clients to the Product team
• Occasionally, go on video calls with our customers to facilitate ticket resolutions
• Handle chat support for quick Q&A-s at dedicated times

You should have

• Have work experience at a SAAS company and/or in a customer service role
• Be experienced in working in an international environment
• Have experience in using ticket management (eg. Jira) and help desk (eg. Jira, Zendesk, Freshdesk) tools
• Have the curiosity and capability to learn new technologies and use cases in detail
• You should be a patient and empathetic person who genuinely enjoys helping others in a friendly yet professional way
• Should be a team player who helps team members if needed and is not afraid to ask for help
• You should have the capability of evaluating and prioritizing new issues
• You should have good discipline and self-control to work actively and proactively in a flexible, remote-only environment
• You should have the ability to handle frustration when external factors prevent you from providing the desired level of assistance to the client
• Have a good written and verbal communication skill in English 

Nice to haves

• Any level of loyalty knowledge
• Familiarity with e-commerce (Magento, Shopify) and marketing CRM/automation platforms (Salesforce, Oracle, Emarsys)
• Experience in creating support articles or user guides

Benefits

• Full remote, flexible way of working depending on the load (no unnecessary overwork at all)
• A dynamic environment that’s neither corporate nor startup, offering opportunities to learn, grow, and truly make an impact.
• International vibe: our working language is English we have 100+ colleagues from 10 different nationalities
• Diverse career path opportunities based on your interest even outside of customer support in a longer-term
• Strong team around you to support you every day and help you reach your goals
• Great remuneration package with bonuses for top performers
• Antavo days and company perks

Why our team loves working at Antavo

• “Antavo is remote-first, so I can work from my home, which means a lot to me. We regularly meet in person”
• “Truly international vibe, with different nationalities working on one mutual goal"
• "I love my comfortable environment (no dress code, flexible working hours, company retreats, etc.)"
• “The work culture is truly encouraging and friendly, sometimes even overly positive, but this does not come at the expense of quality”
• "People here like my bad jokes."

At Antavo every person is a unique personality working towards the same goal, creating a thriving business. It’s very important for us that everybody has a place and a voice on projects and goals, no matter the race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or basis of disability. We create and empower a diverse culture, as we know it encourages creativity and innovation.

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