Technical Customer Support (E-commerce)

TL;DR

Technical Customer Support (E-commerce): Providing high-quality technical support for online retailers and agencies using the hirify.global tool with an accent on troubleshooting product feeds, APIs, and marketplace integrations. Focus on diagnosing technical issues, educating users, and optimizing product listings across channels like Amazon and Google.

Location: Hybrid (Utrecht, Netherlands). Must live in or close to Utrecht or be willing to relocate. Required to be in the office at least 2 days per week.

Salary: €2,850 - €2,950 per month

Company

A fast-growing B2B SaaS platform that empowers marketers and online businesses to manage, scale, and optimize their product marketing across various channels.

What you will do

• Handle incoming tickets via email and phone in German and English, solving issues and troubleshooting problems.
• Troubleshoot technical issues related to product feeds, APIs, and marketplace integrations.
• Educate users on how to use the platform independently to achieve their business goals.
• Escalate complex technical cases to second-line support when necessary.
• Analyze recurring issues and share insights internally to improve the product and processes.

Requirements

• Excellent German and English speaking and writing skills.
• Must be based in or close to Utrecht, or be willing to relocate to the Netherlands.
• Availability for at least 4 days per week (32 hours).
• Ability to attend the Utrecht office at least 2 days per week.

Nice to have

• Prior experience with technical support, preferably in IT or E-commerce.

Culture & Benefits

• Hybrid working policy with home office supplies provided.
• 8% holiday allowance and an annual L&D budget of €1,000.
• Pension saving scheme (up to 5%) and travel reimbursement (NS Business Card or per km).
• 26 vacation days plus a 3-week workcation (additional 3 weeks for expats).
• Flexible working hours (start between 8:00 - 10:00 AM).
• Fresh meals provided in the office Monday-Thursday and access to an in-office bar (Channabar) and gym.

Hiring process

• Introduction call (25 minutes).
• Interview with the team (60 minutes).
• Assignment interview and office tour in Utrecht (90 minutes).
• Reference checks prior to the offer stage.