Client Support Coordinator

Piano Software, s. r. o.

Place of work
Štefánikova 14, Bratislava
Contract type
full-time, trade licence
Start date
ASAP
Wage (gross)
1 100 EUR/month€1100+ Depends on skills and experience

Information about the position

Job description, responsibilities and duties

Our technical support team in Bratislava is growing and we are looking for talented people who are interested in working in an international software company that is global leader in the content monetization industry.

The Client Support Coordinator will be primarly responsible for ensuring that clients across the globe who have signed up with Piano, experience the highest and most professional level of support for their needs.

Responsibilities:

· Manage day-to-day inflow of questions, requests and other needs from clients during night
· Check tickets on receipt to ensure correct assignment and that sufficient information has been provided to allow work to start.
· For easier questions provides resolution on first level (L1)
· For more complex issues, collecting all necessary data before assigning to L2 or L3
· Support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout the issue resolution
· Engaging necessary support staff to resolve escalations in as short a timeframe as possible
· After bug resolution, testing and ensuring the issue is resolved
· Escalation of urgent issues to responsible teams with respect to company SLAs
· Assist with import, export and migration of data
· Identify, track, and document solutions for common client needs, requests and questions
· Provide solutions inputs to our technical documentation team
· You will use email/tickets (50 %) to communicate with clients, chat (20 %) to communicate with colleagues all over the world and the rest of the time you will work on finding solutions, fixed (30 %)
· Drive Customer Satisfaction

If you see yourself mastering this job, apply and join our US hours Shift Team

Employee perks, benefits

  • International team based in Bratislava, London, Philadelphia, New York, Izhevsk, Kazan and Amsterdam
  • Laptop
  • Multisport card
  • Language courses
  • Occasional working from home
  • Fruit days and amazing coffee
  • Grill parties on company terrace, monthly events
  • Easy going and friendly work environment
  • Relaxed dress code
  • Fun colleagues from all over the world
  • Interesting job with opportunity to work with world class news and media companies
  • Referral bonus

Information about the selection process

The person will gain a lot of experience in the media industry and in particular the domain of content monetization by dealing with and solving issues by working directly with large publishing houses.

Requirements for the employee

Candidates with education suit the position

Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Upper intermediate (B2)

Number of years of experience

1

Personality requirements and skills

· Good overall knowledge of web technologies and related problem-solving - you have an idea of what these mean HTML, CSS, IP, JavaScript
· HTML and CSS skills are an advantage
· Ability to solve problems dynamically and creatively
· Strong analytical and logical thinking, you enjoy solving problems and are willing to learn new things
· Detail-orientated and able to manage several tasks at once
· Strong interpersonal and communication skills including a firm and patient demeanour
· Proficient in MS Office Suite (including Word, Excel and PowerPoint)
· Expected to work nights
· Fluent level of English - written and spoken
· Experience in IT Support or technical background is an advantage

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Brief description of the company

Piano is a fast-growing enterprise SaaS company with operations in Amsterdam, London, New York City, Philadelphia and elsewhere globally. We provide enterprise software to the world’s leading media companies, including Axel Springer, Funke, The Telegraph, NBC Universal, Wall St Journal, the Economist, Condé Nast, Techcrunch, Bloomberg, and Hearst. Our solutions enables these companies to create customized digital experiences for users, manage first party data to impact customer journeys, implement dynamic paywalls to drive subscriptions, and analyze user behavior in order to drive engagement, loyalty and revenue.

Number of employees

200-249 employees

Company address

Piano Software s.r.o.
Štefánikova 14
81105 Bratislava
https://www.piano.io
ID: 3615665  Dátum zverejnenia: 6.4.2020  Základná zložka mzdy (brutto): 1 100 EUR/month