Support Specialist - Hello Retail

Support Specialist

• Delivery & Tech Support
• Full time
• Copenhagen HQ

We want you
Introduction

Hello Retail is constantly growing and so is our great Delivery & Tech Support team. We are looking for a Support Specialist who will keep our front line and ensure all the customers receive quick and good resolution of their technical requests.

Our great support is one of the main reasons our customers stay with us for such a long time. Every day we get a lot of calls and emails from our customers from all over the world. The Support Specialist role is crucial in helping our customers succeed and we ensure to be there for them whenever they need technical support.

About the job

• You will be providing quick and friendly support to our customers
• You will answer incoming requests to our Tech Support team that arrive via phone and e-mail
• You will provide solutions to our customers’ requests via our systems and assist with finding ways to improve our support documentation
• You will keep track of task workflow, make sure tickets get closed on time, and all customers get answers to their questions
• You will ensure we meet both the teams and your personal SLA’s and KPI’s
• Give feedback to our Quality Assurance Specialist on requests we are receiving
• Coordinate and collaborate with our Technical Writer about inquiries to match our Knowledge Base for self-service

We are very proud of our team culture: all of us are very different (this makes us strong), yet what unites us is a great sense of humor and a high level of collaboration and teamwork: we are always there to support each other in day-to-day business (this makes us even stronger). To keep the team spirit high we occasionally do activities after work, and it is always exciting to see what our next adventure will be. Your team consists of 5 other Support Specialists. The team as a whole has additionally 6 Implementation Specialists and their own Team Leader. We would love it if you are interested in web development and data feeds and would like to gain more knowledge in these areas. Your success in our team is our team’s success!

The ideal candidate

• You can clearly explain technical scenarios to non-technical people, both written and verbal
• You are a master at problem-solving
• You have excellent communication skills – you know how to lead the conversation and make customers feel heard and supported
• You have a natural interest in the web, URLs, web tracking, analytics
• You are technical, and HTML and CSS are not unfamiliar abbreviations for you
• You are a multitasker and are not afraid of handling multiple customers and tasks at the same time
• You ask your team members for help when needed
• Fluent in English & either Danish, Swedish, Norwegian, or Dutch written and spoken(as they are our main markets)

What we offer

• A competitive salary
• Comprehensive training in our systems and best practices.
• Great incentive to do your best
• A workplace where we celebrate team spirit
• A workplace where we jointly ensure that every day is as good as possible
• A workplace where we celebrate our results

You will be part of an ambitious scaleup with a unique opportunity to make your mark. And we promise it will be fun.

What Hello Retail offer

• A competitive salary
• Comprehensive training in our systems and best practice.
• Great incentive to do your best.
• A workplace where we celebrate the team spirit.
• A workplace where we jointly ensure that every day is as good as possible.
• A workplace where we celebrate our results.

Perks & Benefits
Catered diverse lunch with your colleagues, every day from one of the best kitchens in Copenhagen

Skill development program: We want to take you from good to great

Are you a true Tech Savvy? Macbook, trackpad, you name it, we get you covered.

Located near public transit: Easy access and treehugger friendly workplace

Social gatherings and games: Hangout with your colleagues

Your local office is your anchor point, thus, we placed it centrally at your convenience.

Free soft drinks and treats / fruits: Peckish after lunch? We got your back

Free beer on Fridays: Friday is something special, let's enjoy a beer together

Free coffee / tea: Get your caffeine fix for free