Client Support Agent (f/m/d) 2nd Level

LOCATION: VIENNA | JOB TYPE: FULL-TIME | GROSS SALARY: ≥ 27.846 € p.a.

 

In this role you will be a competent contact person solving our client's questions and issues due to your valuable expertise.

WHAT YOU CAN LOOK FORWARD TO WITH US
FREE COFFEE & TEA ORGANIC FRUIT FLEXIBLE WORKING TIME HOME OFFICE A MODERN AND
STYLISH OFFICE SPACE
NO DRESSCODE
ERGONOMIC
WORKSPACE
TEAM ACTIVITIES GREAT INTERNATIONAL
& DIVERSE TEAM
CUTTING-EDGE
TECHNOLOGY
FLAT STRUCTURES A WILD RIDE
FREE COFFEE & TEA
ORGANIC FRUIT
FLEXIBLE WORKING TIME
HOME OFFICE
A MODERN AND
STYLISH OFFICE SPACE
NO DRESSCODE
ERGONOMIC
WORKSPACE
TEAM ACTIVITIES
GREAT INTERNATIONAL
& DIVERSE TEAM
CUTTING-EDGE
TECHNOLOGY
FLAT STRUCTURES
A WILD RIDE

What you'll do:

  • By working closely with other support members, technical and customer unit your will be the first point of contact for our clients on all usage and operational matters concerning the use of Adverity’s products
  • Identify, categorize and troubleshoot clients’ questions
  • Escalate more complex issues to 3rd line support when required
  • Escalate to Team Lead and Account Managers when an issue may impact the revenue and/or the relationship with the client
  • Communicate progress of issue resolution to the client in a timely manner 
  • Identify recurring client issues and request from Technical Writers to write client-facing entries for FAQ and Help Files
  • Provide application usage instructions in a professional and error-free manner
 

What you’ll need:

  • 2+ years of previous helpdesk experience in the SaaS industry
  • Outstanding communication skills (written and verbal) via email and on the phone
  • Ability to understand clients’ problems and to address solutions in the documentation
  • Friendly and approachable personality with the ability to multitask
  • Fluent English, German would be a plus

Nice to have:

  • Experience with Zendesk
  • Some exposure to web technologies
  • Interested in learning and discovering new technologies

Are you ready to apply?

The minimum salary denoted for legal reasons and according to the collective agreement (IT-KV) is €27.846. In any case, we offer competitive salaries depending on your qualifications and experience.

                            
 
 
Point of Contact
Brigitta File
brigitta.file@adverity.com
+36704237368

Adverity is an intelligent marketing analytics platform enabling data-driven marketers to make better decisions and improve performance, faster and easier. By transforming siloed data into actionable insight, Adverity reduces the complexity involved in demonstrating ROI of marketing spend.

With the help of powerful data visualizations, this vendor-agnostic, end-to-end platform uncovers real-time opportunities to fuel growth with augmented analytics. Founded in 2014, Adverity powers the marketing intelligence of some of the world’s leading brands and agencies, including IKEA, Red Bull, GroupM, Unilever, Omnicom, Barilla, JD Sports and Forbes. The company is headquartered in Vienna, and has offices in London and New York.