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Support Specialist (w/m/d) 100%

Luware is still incredibly growing and now goes to Canada! We’re looking for people to join our team to provide support services to our customers globally from British Columbia. You will be working with colleagues who are based primarily in Europe to provide a seamless support coverage outside of European working hours (primarily within 9-5 PST).As a Luware Support Specialist, you will be an expert in our CCaaS (Contact Centre as a Service) solutions and work with large multinational enterprises, helping them to identify and resolve problems to get the most from our software.

The role will be remote/home based. Experience in Enterprise Technical Support roles is a must, at a SaaS provider is a bonus. Whilst we have an ITIL-aligned support model, our support teams can typically be considered L3+. You will have full access to all the toys to build your own testing environment and be given training from experts in the solutions. We foster an open and flat working culture, where you will have direct access to the Product Management, Operations and Engineering teams, where we welcome ideas and feedback from all levels of the company to improve our services.

Your responsibilities

  • Helping customers with technical questions about the solution and how it integrates into their environment
  • Responding to customer support queries
  • Deliver high-quality support services to our customers
  • Independent and efficient ownership of support queues
  • Take full ownership and control of a support case without supervision while continuously improving the level of support to maintain customer satisfaction
  • Recommend solutions to improve efficiency and productivity

Your skills

  • Tech-savvy personality who is excited by new technology
  • Experience in a Customer focused Specialist-Role- mandatory
  • Ability to understand customers with their urgent needs and guide them accordingly through the issue in a solution-oriented manner (Within a SaaS organization is a great plus, but not necessary)
  • Very nice to have (but not must) is MS-Teams fundamentals
  • Fluent- very good English, other languages a plus
  • Passion for solving problems
  • Self-driven, person who takes responsibility
  • Experience in the field of technology, unified communications and cloud solutions is a plus
  • Minimum 1 year experience in enterprise support, preferably at Level 2
  • Customer-focused mindset, able to listen to customer or partner problems and understand the impact issues can have on them
  • Experience with communications platforms, such as Microsoft Teams is a big plus but not mandatory
  • Ability to work independently as well as collaboratively while learning technical concepts rapidly and proactively
  • Positive attitude and ability to collaborate in a team-oriented environment
  • Excellent communication skills to both technical and non-technical stakeholders

 

Our Offer

  • Challenging, interesting work in a varied field with a high level of personal responsibility
  • A dynamic, motivating working environment that leaves room for the realisation of your ideas and promotes your personal development
  • Regular team events and the opportunity to work in one of the Luware offices for up to one month as part of our exchange programme

This position also offers the opportunity to work from home or another location.

Your next step with us

Does our offer appeal to you? Then we look forward to receiving your application!

Send us your CV spontaneously to jobs@luware.com

We will only consider candidates who apply directly to us for this position. We do not process unsolicited applications or enquiries from recruitment agencies. Thank you for your understanding.