At Oaky, our customers are at the heart of everything we do. Their success drives our innovation, and we are committed to ensuring they have the best possible experience with our platform. As we grow, we recognize the need for a dedicated Technical Customer Support Specialist to bridge the gap between our customers and our technical teams. This role is critical in providing swift, effective solutions to technical challenges, collaborating with team leads and product owners to resolve issues efficiently, and enhancing the customer journey with Oaky.
Reports To: Technical Customer Support Lead
Functional Collaboration: Customer Success, Product team, and External Partners
Location: Remote (Working Hours: 09:00 - 17:30 CET, Amsterdam time)
Key Responsibilities:
Technical Support: Act as first point of contact for technical support inquiries. Ensuring effective troubleshooting and debugging so our engineering team can provide accurate and prompt resolution of customer issues. Support onboarding with connectivity and technical challenges to ensure smooth go-lives.
Process Development: Refine technical support workflows to improve efficiency and ensure industry-leading MTTR and SLA standards. Identify and implement opportunities to automate support processes where applicable.
Knowledge Management: Ensuring internal and external facing documentation is always updated.
Collaboration: Liaise with team lead and product owners to preempt potential issues by participating in UATs for new features or product enhancements. Provide customer feedback, ensure a seamless customer experience, and collaborate with the product team to address the most common issues (MCIs).
Customer Journey: Understand common technical challenges faced by customers and provide actionable input to improve their experience.
Feedback Loop: Implement processes to collect, evaluate, and act on customer feedback, ensuring our product evolves to meet their needs.
We are looking for someone who is:
Goal-Oriented & Organized: You can set and meet ambitious objectives independently.
Proactive: This pivotal role within a fast-growing team gives you the opportunity to take ownership, drive improvements, and play an essential part in shaping the evolving success of our support team.
Effective Communicator: Capable of translating technical jargon into customer-friendly terms and foster cross-team understanding.
Problem Solver: An analytical mindset with the ability to quickly analyze a problem and identify effective solutions.
Customer-Centric: A deep commitment to customer success and satisfaction.
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