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 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.
Job requirements
* Minimum 2 years technical support.
* Google workspace advanced: Gmail, docs, slides, sheets, meets.
* Sound knowledge of wireless and mobile network technologies.
* Sound knowledge of mobile operating systems and mobile apps.
* Basic SQL skills.
* Basic knowledge of Linux command line, SSH in particular.
* Basic knowledge of HTML formatting.
* Good documentation and presentation skills.
Desirable Experience
* Working in a SaaS environment.
* Ability to read and diagnose API, 3rd party integration (card linking, receipt scanning) logs.
Behaviours
* Good communication (verbal and written) with internal and external stakeholders
* Good attention to detail with well-developed problem solving skills
* Proactive - anticipate issues before they occur and suggest solutions
* Team player and interpersonal skills
* Quick to adapt to changes
* Autonomous; can organise their time efficiently and based on priorities
* Eager to learn and curious about technology
* Willing to work different shifts, and Macedonian holidays when required
Job responsibilities
Coniq wants to ensure it provides a stable and secure platform for its clients. Working as part of the Support Team – as the second line escalation point for all Support queries, you will have to understand and resolve more complicated technical issues in a prompt and professional manner, thus ensuring continual exceptional operational service.
* Act as the escalation point for the first line of support.
* Monitor the support queue and accept tickets based on priority and impact. Identify trends of tickets with common possible causes to start problem management.
* Troubleshoot complex tickets and provide resolution through in depth investigation, replication, log analysis and root cause analysis.
* Escalate bugs and other technical requests to the appropriate third line of support, including a clear problem statement, replication steps, supporting evidence (logs, video, screenshots…) for the third line to provide a workaround or a fix.
* Identify technical knowledge gaps in the support team and organise the relevant training session and documentation to fill them.
* Update client-facing documentation to align with new features or release notes in order to limit the number of escalations to the first line (customer self-help).
* Provide product improvement suggestions based on the support team’s requirements and/or identified. opportunities.
* If required, travel to clients’ locations around Europe, Middle-East and North America to assist with hardware deployments.
* Maintain a technical awareness and collaboration with the TECH teams to facilitate collaboration and escalations.
Key Stakeholders
In addition to the reporting structure, the support executive interacts with the following key stakeholders:
* Coniq first line support, during escalations and receiving training
* Coniq team coordinators, for projects and process discussion
* Coniq Tech team for new features and technical improvement discussions
* Coniq Client Success team (CS) on a daily basis providing them with support and delivering projects
* Suppliers for escalations under their realm of responsibility
Job benefits
We offer a generous package, including:
* 20 days holiday plus standard national holidays, increasing with tenure
* 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 you to work fully remote 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 for working together to build a great product and a great company. We are proud of our company culture and invest a great deal in promoting 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.