Customer Support Analyst

About Emplifi

Emplifi’s unified customer engagement platform empowers more than 20,000 of the world’s leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty.

About the Global Support Team 

Are you empathic, patient, and passionate about communication? Can you easily put yourself in our client’s shoes? Then there's a place for you in our Global Support team! We’re the link that connects both our Development and Sales departments to clients - so we're fully involved in the technical and commercial sides of the business. Simply put: software, social media, and CX management play a huge part in our everyday lives.

As part of our international team, you will have the opportunity to work with colleagues from all over the world and be part of an ever-growing family. You will be supported in your career by a team of professionals dedicated to your development.

 

Job Summary

The Technical Support Representative is a valued member of the Global Support team to help us provide exceptional technical assistance and maintain outstanding relationships with our Emplifi customers worldwide. As a part of the team, you will be responsible for overseeing daily support inquiries to ensure we meet the support needs of our clients and maintain a high level of customer satisfaction. 

What You’ll Do Here

• Daily handling of customer inquiries through different channels (email, ticket, phone)   while adhering to Support SLAs and Support Processes.
• Ensure customer satisfaction and provide professional customer support
• Work with our Engineering team to help troubleshoot escalated issues from customers and owning interactions to resolution
• Be a subject matter expert for our customers

What You’ll Bring to Us

• Experience in application support with the ability to deep-dive troubleshoot complex application & technical issues.
• Broad knowledge & understanding of technology, especially as it relates to CRM, customer care and call center industry practices; proven record in logical problem-solving
• Ability to deliver technical information in a customer-centric way
• Ability to multitask, prioritize and work independently
• Self-starter, excellent organization skills and strong attention to detail 
• Available for on-call coverage
• Proven track record in technical troubleshooting of the following:
  • Javascript
  • HTML
  • CSS
  • APIs
  • Data Feeds
  • SQL

What We Offer

• Chance to work with the world’s biggest brands at the CX tech leader
• Multisport card
• Unlimited Personal Time Off, Sick days & Community days
• Maternity and Parental Benefit
• Flexible environment with the possibility of home office working
• Agile and open-minded culture, with high levels of trust and flexibility 
• Opportunity for professional growth and development 
• Possibility to learn new and cutting edge technologies, in an environment that encourages new ideas
• Work in an international environment in our new modern offices in Karlín, with our big terrace and our own grill  
• There’s more as well! Speak with us to find out all details!