За компанијата: Coniq is a dynamic, high growth UK-based SaaS company that provides total customer engagement and loyalty services to many of the world’s leading property developers, shopping centres and retailers. Coniq... повеќе за компанијата »

Coniq is a dynamic, high growth UK-based SaaS company that provides total customer engagement and loyalty services to many of the world’s leading property developers, shopping centers and retailers. Coniq powers well over £1 billion of sales annually for its clients, with more than 20 million consumers shopping at 1,800 brands in 24 countries worldwide, and has offices in Europe, the US and the Middle East.

We all share a passion to work together to build a great product and a great company. We are proud of our company culture and invest a great deal into making sure that we promote Diversity in the workplace. Together we come from over 20 nationalities and as a tech business, we are very proud of our 50/50 gender split.

Responsibilities

• Provide first line response to client requests (internally and externally) in Jira and over the phone according to agreed SLA in German and English language.
• Open tickets in Jira for every inbound and outbound call and fulfilling it according to standard operating procedures.
• Monitor the Jira support queue and accept tickets based on priority and skills.
• Live chatting - answer the questions and queries received from clients from the platform itself.
• Guide clients through the usage of the platform and answer general questions.
• roubleshoot incidents following standard procedures, knowledge base and own investigation, and escalate complex incidents to the second line of support, including the supporting evidence and information for the second line to replicate and fix the issue.
• Fulfil clients’ requests as agreed in SLA; this includes for example updating elements of the platform or providing regular reports as per clients’ agreed deliverables and schedule.
• If required, travel to clients’ locations around Europe and the MIddle-East to assist with hardware deployments.
• Assist with the fulfilment of asset management requests, including but not limited to returns and system updates.

Requirements

• Good communication (verbal and written) in German and English with internal and external stakeholders.
• Attention to details.
• Team player and interpersonal skills.
• Efficient, effective and proactive attitude.
• Eager to learn and curious about technology.
• Willing to work different shifts, weekends, and Macedonian holidays when required.
• Sound knowledge of the Coniq platform, scanners and clients’ programs.
• Google workspace user: Email, docs, sheets, meet.
• Microsoft Excel basic skills (editing, formatting, filtering and sorting information in a document).
• Basic knowledge of wireless and mobile network technologies.
• Basic knowledge of mobile operating systems and mobile apps.
• User knowledge of Jira Service Desk and Confluence.

Job Benefits

• We offer a generous package, including:
• 20 days holiday plus standard national holidays.
• Birthday off.
• Private health insurance.
• A strong company values framework, including paid leave for volunteering with approved charities.
• Free refreshments and snacks in the office.
• Regular team building activities.
• Training & development allowance.
• New employee referral scheme.
• Hybrid working that allows to work fully remotely for up to 4 weeks per year, from anywhere you like.
• Shorter working hours on Fridays.

This is a unique opportunity to join a VC-funded high growth SaaS business where we all share a passion to work together to build a great product and a great company. We are proud of our company culture and invest a great deal into making sure that we promote Diversity in the workplace. Together we come from over 20 nationalities and as a tech business, we are very proud of 50/50 gender split.