Voyado is the ultimate solution for personalization and relevance across all channels - online and offline. Used by retailers and e-commerce companies worldwide, the Voyado customer experience cloud makes it possible for every brand to engage customers, elevate shopping experiences, and evolve their own businesses. Voyado has for several years been the go-to solution in the Nordic countries and we are now growing rapidly in new markets such as the UK and the Netherlands.

If you are ready for your next adventure within customer support, want to join our expansion throughout Europe, and have an interest in customer care, e-commerce, retail, and tech - keep reading!

About the role

Voyado's Technical Support Engineers help retailers use our products by providing technical know-how, troubleshooting skills, and deep product knowledge. We troubleshoot and unblock impediments, act as customer liaisons, and strive to create a highly enjoyable customer experience. We strive for rapid responses, high customer satisfaction, and at the same time being clear on what’s recommended usage (and not). A trusted voice of reason and source of product knowledge. You will interact with customers, colleagues, and partners through a multitude of channels, such as email, web, messaging, and by phone.

Some examples of your daily work:

• Manage cases that require in-depth technical knowledge and troubleshooting skills.
• Provide guidance in more complex user scenarios for our application users.
• Assistance in configuration and setup.
• Being the bridge to Product Development, documenting bugs, and manage technical discussions with other technical stakeholders, surfacing support trends
• Work closely with our 3rd line, raise bug reports or other queries that need
  their involvement in a structured and well-documented manner.
• Provide important feedback and have a proactive approach to systemic issues and improvement areas to relevant stakeholders.
• Track and flag missing KB articles and FAQ, or if an update is needed.

So, who are you?

A compassionate never-ending thriver and problem-solver. You enjoy a challenge in the shape of a technical nut dipped in customer interaction. Working with customer support requires a holistic approach so collaborating within or outside your team comes naturally.

Skills/Background:

• Experience working in technical support, system integration projects, QA, system development, or customer support at a techy company having gained skills in technical troubleshooting, navigating technical documentation, and guiding customers.
• Knowledge of concepts such as JSON, XML, and REST APIs, working with log files and SQL to query data.
• An ability to not overcomplicate things and find new smart ways of work to be effective and scalable - without nudging performance or quality.
• Managing customer encounters with resilience, empathy,
  understanding, an improvement mindset, accountability, and mental agility.
  

An education with a techy orientation is a plus (University or Trade school doesn’t matter) but not mandatory. However, it's important that you feel confident in explaining technical things to others.

This role requires fluency in Swedish and English.

What we offer

We offer a fun-loving diverse environment with plenty of opportunities to learn and develop. Voyado is on an exciting journey, and you will be part of our evolution - building world-class support. Additionally, you will get to master what data-driven loyalty for retail and e-commerce looks like and learn about the opportunities with integrations to POS, ECOM, product recommendations, and much more.

We are extremely dedicated to the task, but at the same time, we ensure that everyone is doing well at work. You will have plenty of room and potential to grow in a creative work environment where personal development is as obvious as high competence. You get to work with some of Europe's strongest brands that use Engage as a platform for their loyalty work, and your everyday life has elements of collaboration with both customer and delivery teams.

You can read more about how it is working at Voyado here.

Ready to join the team?

Lovely! Applying is super easy. Use your LinkedIn profile (or upload a resume) and answer a few click-in questions (no data entry, we promise). We´d love to get to know you and understand what makes you tick, so write a few lines about what you enjoy about your role and what would be an exciting challenge for you going forward. We are eager to get to know you and what you love to do, so be yourself and let that shine through in your application!

Additional information

As part of our recruitment process, we conduct a background check on the final candidate. We use background checks from Scandinavian Recruitment Intelligence. Here you can read more about how a background check is done.