About Us
At Optiply, we operate at the intersection of three rapidly expanding industries: Software as a Service, Artificial Intelligence, and E-commerce. Our innovative smart purchasing software enables over 300 web shops and wholesalers to access our tool via monthly subscriptions. With Optiply, clients can accurately predict sales and determine exactly what to buy and when, resulting in both financial benefits and a significant reduction in supply chain emissions and waste. Companies that collaborate with us include DekbedDiscounter, Travelbags, and XXL Nutrition. Despite financing everything from our own revenue, we are one of the top 10 fastest-growing tech companies in the Netherlands. This achievement, coupled with our international ambitions, positions us for substantial growth, expecting an increase from 50 to 100 employees next year, offering numerous opportunities for personal development.
Job Description
We are seeking a skilled Technical Support professional to join our Tech Hub in Évora. As a strong multi-tasker, you will effectively collaborate across multiple teams to resolve issues in a timely manner. Additionally, you will be a tech-savvy product expert with excellent attention to detail and the ability to go beyond clients' initial requests to comprehend their underlying needs. What sets you apart is not merely your skills but also your energy, commitment, and willingness to continually improve.
Key Responsibilities
* Drive key support KPIs such as Time to Respond, Time to Solve, and CSAT score.
* Serve as the primary contact person for support issues (technical and non-technical) and general product-related queries.
* Respond promptly to customer inquiries via email, live chat, or phone.
* Deliver exceptional customer service by addressing all client requests in a timely, accurate, and friendly manner, either individually or collaboratively with team members.
* Become an Optiply expert, providing top-notch technical assistance and information about all our products.
* Analyze log files and customer data to identify the root cause of issues, whether originating from customers, our software, or connected systems.
* Pack together customer issues with logs and analysis, then escalate them to our product and development teams for resolution.
* Engage in bug hunting.
* Manage escalated issues and communicate progress to the customer success team or directly with our customers in a timely fashion.
* Develop innovative ideas to enhance processes and services that cater to customer needs.
* Conduct unit tests.
Requirements
* One to two years of experience in any customer-facing role.
* Interest and curiosity about technology and data.
* Affinity with code (Java/R/Python) and APIs.
* Excellent written and verbal communication skills:
o Flawless English language proficiency in writing and speaking.
* The excitement of working in a fast-paced and rapidly evolving environment.
* A 'can-do' attitude, always ready to tackle challenges and find solutions.
* Sound judgment and exceptional problem-solving abilities.
* A drive to delve into the intricacies of a system or process to solve customer problems.
* Experience with SQL would be a significant advantage.
* Previous experience in similar high-stakes environments.
What We Offer
* Competitive Salary;
* Food Allowance;
* Health Insurance;
* Paid training;
* Flexible schedule;
* Hybrid Work;
* Proactive Career Management;
* Personalized setup (PC, Monitor, Keyboard, and others);
* Friday Drinks - An opportunity to sample different beers from various types, brands, and countries;
* Thematic days (Dinner/Karts/Boat trip etc.);
* Annual gathering.