Technical Support Agent (eCommerce)

TL;DR

Technical Support Agent (eCommerce): Delivering high-quality technical support for online retailers and agencies using hirify.global to automate product listings with an accent on troubleshooting product feeds and API integrations. Focus on solving customer issues, diagnosing technical problems, and educating users to optimize their marketing channels.

Location: Hybrid; must be based in or be able to relocate to Utrecht, Netherlands (minimum 2 days/week in office).

Salary: €2,850 - €2,950 gross per month

Company

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

What you will do

• Handle incoming tickets via email and phone in German and English, solving issues and troubleshooting problems.
• Diagnose and resolve technical issues related to product feeds, APIs, and marketplace integrations.
• Educate users on utilizing hirify.global independently to achieve their business goals.
• Escalate complex cases to second-line support when necessary.
• Identify recurring issues and share insights internally to improve products and processes.
• Contribute to team rituals, knowledge sharing, and the onboarding of new colleagues.

Requirements

• Excellent German and English speaking and writing skills.
• Must be based in or willing to relocate to Utrecht, Netherlands.
• Ability to work from the Utrecht office at least 2 days per week.
• Availability for at least 4 days per week (32 hours).
• Strong analytical and problem-solving skills with a curious mindset.

Nice to have

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

Culture & Benefits

• Hybrid working policy with home office supplies provided.
• Competitive salary with 8% holiday allowance and a pension saving scheme.
• Annual L&D budget of €1,000 for professional growth.
• Generous leave package: 26 vacation days, 2 reload days, and a 3-week workcation.
• On-site perks including fresh meals (Mon-Thu), an in-office bar, and a company gym.
• Well-being support via free anonymous access to psychologists on the OpenUp platform.

Hiring process

• Introduction call with a recruiter (25 minutes).
• Interview with the Support team lead and a team member (60 minutes).
• Assignment interview and office tour at the Utrecht HQ (90 minutes).
• Reference checks before the final offer stage.