Product Support Specialist

SwipeGuide

SwipeGuide

Product, Customer Service
Amsterdam, Netherlands
Posted on Tuesday, June 4, 2024
Customer Success · Amsterdam · Hybrid Remote

Product Support Specialist

We usually respond within a week

Would you like to join a fast-growing B2B SaaS company that is revolutionizing the manufacturing industry by empowering factory workers whilst saving paper at the same time? Working within our Customer Success and Enablement team, the Product Circle, and, well, basically, the whole company, you will take ownership of supporting our customers while they use our SwipeGuide platform. Your mission? Helping our customers solve day-to-day questions.

*Please note that for this initial 5-7 month contract we are not able to sponsor VISAs or hire people outside of The Netherlands*



This is Kat on the beach with her colleagues back in 2022. Fast forward 2 years and Kat is now looking for additional support in her team over the next 6-7 months, and she needs your help! Our CS team is a small, friendly, agile team that loves to learn.

YOUR RESPONSIBILITIES:

A day in the life of the Product Support Specialist could look like this:

  • First point of contact for our customers, responding to their inquiries and troubleshooting technical issues via email and chat.
  • Conduct thorough investigation and diagnosis of reported issues, utilising available resources and collaborating with internal teams to identify and implement effective resolutions.
  • Document and maintain accurate records of customer interactions, inquiries, troubleshooting steps, and resolutions in our ticketing system, ensuring a comprehensive knowledge base for future reference.
  • Write & update help articles that enable our customers to find solutions on their own.
  • Support our Enablement Specialist with projects as needed such as creating materials for educating our customers.
  • Set up and roll out external communication in regards to new features, feature updates or company updates via email, or chat.

WHO ARE WE?

We are SwipeGuide. We are on a mission to reduce waste, spare resources for better use, and save the world from useless paper instructions. Imagine working on a busy production line, and you have to rely upon outdated, inadequate work instructions. PDF and paper instructions are a thing of the past, so we're developing simple, intuitive cloud software to empower factory teams to perform better in their jobs and scale knowledge with digital standard work. Our SwipeGuide platform enables global companies like Coca-Cola, Heineken, and PepsiCo to build and share visual step-by-step digital work instructions with their workforce on any device. And yes, it also feels good to enable them to use less paper and save the trees🌳! We all know that a digital future is unavoidable, and we're providing the software essential for digital transformation in manufacturing. And it's working. We had five people in 2016 and today, after €5mn funding in March 2021, we have over thirty Swipees, 100,000+ platform users in 89 countries worldwide, and an inclusive, continuously improving culture.

WHAT'S IN IT FOR YOU?

  • Unlimited holidays (and we think it works here!);
  • Fully Remote working opportunities OR Hybrid Amsterdam/Minneapolis Office;
  • Competitive monthly compensation of €2,500 to €3,000 per month;
  • A 5-7 month contract depending on start-date;
  • A challenging environment to develop your personal and professional skills with a lot of freedom to take on ownership;
  • High accountability, high learning potential;
  • A chance to learn from other people's mistakes - we share and celebrate failures on Tuesday in the SwipeUp session (F*** Ups and Learnings);

OUR TEAM OF SWIPEES

  • We work from a co-working space in the heart of Amsterdam;
  • You'll soon meet the road cyclist, the yoga lover, the guy with many bad shirts, the ex-chef, the person to count on in an emergency, the social butterfly, the volleyball player, and someone who owns hundreds of sneakers;
  • We like to fail (it's how we learn), and in our "SwipeUp" sessions, we share our f*** ups (failures) and learn together
  • Our values are at the heart of everything we do; we strive to enable Swipees to develop their potential and showcase their authentic selves and engage in a culture of inclusion

WHAT WOULD MAKE YOU A PERFECT NEXT SWIPEE?

  • You have a Technical mindset with the ability to quickly grasp complex concepts and troubleshoot software issues effectively.
  • Excellent writing & verbal communication skills, with the ability to empathize and effectively address customer needs and concerns.
  • The ability to work with autonomy, as well as good time management, prioritisation, and multitasking abilities
  • Customer-focused mindset with a passion for delivering exceptional customer support and driving customer satisfaction
  • Bonus: you have experience with ticketing tools (e.g., Intercom)
  • Extra bonus: you are familiar with manufacturing environment

WHAT ARE YOUR FUTURE COLLEAGUES SAYING ABOUT SWIPEGUIDE?

''I thought I’d learn some things, but I've learned so much more than I thought I ever would - 10/10 opportunity" - Vlad (Senior Full-Stack Developer)


"SwipeGuide gives me hands-on experience in how to build a company from scratch alongside really passionate people. The gap between who I am and who I wanna be as a professional gets smaller every day here, and that's what defines a good workplace for me". - Ingrid (Customer Success Specialist)

"I love the atmosphere of collaboration. It really feels like everyone here cares about our product and genuinely wants it to grow and succeed. That's a healthy kind of place to work." - Chris Content Marketer.

SwipeGuide is committed to creating a diverse environment influenced by a lifetime of individual experiences. We hire people from all walks of life, not just because it's the right thing to do, but also because when people from diverse backgrounds build a company, the understanding and embracing of their communities grow exponentially. This means our creative and strategic horizons are not only expanding, but they're consistently strengthening, thanks to a global perspective. Therefore, we make a constant effort to follow the right practices and processes so that we do not discriminate based on education, race, religion, color, national origin, genetics, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.

Circle
Customer Success
Locations
Amsterdam
Remote status
Hybrid Remote
Contact Katheline Mougammadou 🇫🇷 Product Support Specialist – Customer Success

Amsterdam

About SwipeGuide

Established in 2016 over a mutual frustration with traditional paper instructions, Daan Assen and Willemijn Schneyder founded SwipeGuide to change the way we work and learn in a manufacturing environment.

Today, we’re a multinational crew of digital natives building a future-proof instruction platform that finally makes sense.

We always want to be learning and growing. We believe that real growth means trying new things and having the courage to continuously optimize your way of working.

Founded in 2016
Co-workers 27
Customer Success · Amsterdam · Hybrid Remote

Product Support Specialist

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