Technical Support Engineer

Your Mission

As a Technical Support Engineer, you’ll be the primary point of contact for Linnworks customers, supporting them on any technical questions regarding the software and its functionalities. You’ll be playing a pivotal role in Linnworks customer experience. This will require very good communication skills, a proactive attitude, the ability to understand & navigate technical systems, and a strong passion for providing quality customer care. The key factors for solving cases within the technical support function with success, will be previously accumulated knowledge of customer service applied through an empathetic approach.

• Solving support requests as per set procedures in the Technical Support function via tickets, live chat and phone
• Providing prompt, efficient, detailed, and customer-oriented service to our customers
• Escalating complex cases to the respective teams as per set procedures
• Getting to know the Linnworks Product & learning, improving, completing training materials, and conducting independent research into related topics regularly.
• Proactively looking for solutions to customer queries
• Supporting and mentoring other Technical Support Engineers in different questions and issues Explaining difficult matters to customers and colleagues in a simple and collaborative manner
• Working in shifts
• Continuously developing your own personal and professional skills
  
  

What You'll Bring To The Role

Higher education is not required, while any skills, knowledge or experience related to acquiring a degree might come in handy.

Experience with:

Google Suite. A technical mindset is a plus for getting to know different tools and systems.

Skills:

• Good written and spoken English language skills
• Very good communication skills
• Ability to multitask and make decisions
• Good problem solving skills
• Good logical thinking skills with the intuitive ability to notice patterns and connect information points with detail
  
  

Attitudes:

• Customer Service focused mindset
• Open and energetic personality
• Trustworthy & responsible
• Helpful & proactive attitude whilst solving issues
• Stress-tolerant, adaptability to fast paced and changing conditions
• Passion for solving issues & finding solutions in complex scenarios
  
  

Knowledge:

• Basic knowledge on how to provide quality customer care is a plus
• Passion to become tech-savvy with new applications, devices, technology & systems
• Not required, however any experience with customer service is a plus
  
  

Why us?

Perks & Benefits

• Private medical insurance with respected service providers.
• Remote + flexible working & team-building initiatives.
• A work laptop & a Work from Home stipend of 500€ to set up your Home Office.
• Wellbeing Support - access to mental health counseling & therapy, financial & legal counseling + free subscription to Headspace, a meditation app.
• An extra week of vacation on top of your annual leave count + fully compensated Volunteer Days & Experience Days.
• Challenging projects, inspiring colleagues and the opportunity to learn, grow & develop within and with the company.
  
  

About Us

As the global leader in the eCommerce automation sector, Linnworks has one mission: Giving our clients back their time to grow and lead their brands. Companies wanting to sell their products via marketplaces like Amazon, eBay, Facebook, etc need a platform to automate and monitor retail, inventory and shipping processes and performance. We have teams across North America and Europe, and we are backed by Marlin Equity Partners, a leading growth equity firm headquartered out of California. Linnworks not only has the market-leading product for e-commerce automation but also attracts the best people in the industry. Highly skilled, passionate, and collaborative with a winning and customer-centric attitude - we pride ourselves on our people.

Life at Linnworks:

Linnworks is proud to be an Equal Opportunity Employer (EoE). We believe that diversity of experience, perspectives, and background leads to a better environment for our employees and better service for our customers. We value the training and development of our employees deeply. We are committed to continuous investment in their personal growth, providing clear paths for career progression, and equipping them with the tools and training required to become experts in their profession.