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Customer Service
Web Support Technician
@Innocraft
[Hiring] Web Support Technician @Innocraft
Feb 26, 2025 - Innocraft is hiring a remote Web Support Technician. đź’¸ Salary: unspecified. đź“ŤLocation: Germany, France, Portugal, Poland, Romania, Spain.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Web Support Technician contributes to the team’s mission of making customers successful and enabling them to realize business value, so they remain customers for life. We have high expectations around giving our customers quick, accurate, and awesome support so they can focus on doing what they do best.
- Deliver happiness to every customer you interact with by answering their questions mostly via email.
- Provide guidance to customers through implementation, onboarding, business reviews, renewal and anything that comes in-between.
- In collaboration with other teams, contribute to the success of VOC by capturing data for analysis and utilizing customers' feedback and insights into customer preferences, expectations and dislikes to better understand customers' needs.
- Proactively create and comment on Jira tickets and relevant GitHub issues daily to amplify customer voices and drive Matomo's product strategy development.
- Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed.
- Document and contribute to improving our internal processes and systems and customer interactions.
- Help improve our user & customer facing documentation and guides.
- Become more knowledgeable about our web & mobile analytics products than anyone else.
- Become an expert in the larger web analytics space.
- Develop your skills in cutting-edge web technologies (JavaScript, jQuery, CSS, HTML, mobile development, etc.), used on our customers’ websites and apps.
- Available to lead occasional customer calls during the evening hours of New Zealand (for customers in Europe).
- Ensure that Matomo and InnoCraft are delivering business value.
Qualifications
- Must be fluent in English and French.
- At least 5 years of work experience in Web Services Support and at least 1 year experience in IT Support would be ideal.
- At least 1 year of work experience using web skills like JavaScript, jQuery, HTML, CSS, AJAX.
- At least 2 years of work experience using Linux and web servers.
- Relevant work experience with databases and SQL queries.
- Excellent technical troubleshooting skills.
- Experience working or using web analytics (e.g., Matomo or Google Analytics).
Requirements
- Passion for customers.
- Excellent communication skills both written and verbal.
- Analytical mind, a “sense of urgency” and critical thinking skills.
- Highly self-motivated.
- Highly result driven.
- Highly self-directed.
- Ability to manage multiple priorities, commitments and projects.
- Great team player.
Benefits
- Remote work (save many hours on commute, and save money).
- Co-working space paid for and/or work from home.
- All home office equipment paid for (laptop, desk, chair, standing desk, lights, etc.).
- Flexible hours.
- 25 days of paid holidays per year plus your national public holidays.
- Sick leave.
- Health Insurance: Your Well-being, Our Priority.
- A huge “playground” to grow your skill set.
- Volunteering Day: Empower Your Impact.
- Bereavement Leave for Pets: Compassion Beyond Boundaries.
- Training Opportunities.
- Mental Health Support Services.
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| đź“Ť | Be aware of the location restriction for this remote position: Germany, France, Portugal, Poland, Romania, Spain |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
Germany, France, Portugal, Poland, Romania, Spain
|
|
Job Type
full-time
|
Posted
Feb 26, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Germany, France, Portugal, Poland, Romania, Spain |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
