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Technical Support Specialist

Mollie

Mollie

IT, Customer Service
Maastricht, Netherlands
Posted on Thursday, January 18, 2024

Your opportunity

Thus far, our customer experience has been the main differentiator between Mollie and our competitors. As a Technical Support Specialist, you will be the point of contact for our customers, Customer Support, Commerce and Engineering departments. Your mission is to make sure our customers can run their business effectively by supporting them with technical matters focussed on, but not limited to, the integration of Mollie products and services. The Technical Support Team is international, multilingual and always ready to go above and beyond for our merchants. When customers have a problem, they listen, analyse, solve and empower.

What you'll be doing

  • Deliver technical support for (custom) integrations & plugins to our customers (merchants & partners)

  • Advise merchants on how to best implement Mollie in their specific setup;

  • Point of contact for technical questions and escalations coming from internal customer representatives (Customer Support teams, Sales & Customer Success managers)

  • Tech support training for other teams and departments

  • Writing internal technical process documentation

  • Actively contributing in providing feedback and input to the business via SME format to improve the technical product and merchant experience

  • You will be part of a small team focused on solving clearly defined problem spaces

What you'll bring

  • Minimum of 2-3 years Tech Support experience

  • Analytical and Troubleshooting Abilities: You have a proven track record of applying analytical thinking and effective problem-solving skills

  • Experience with APIs: You have prior experience working with APIs

  • Excellent Communication Skills: You can distil complex technical issues into easy-to-understand messages for diverse audiences

  • Fluency in English + one other language: NL/FR/DE/ES/PT

  • On-call Availability: You are willing to participate in a weekend on-call rotation approximately once every six weeks.

  • Valuable Additional Experience: We consider the following as valuable additions to your skill set:

    • ITIL certification

    • Experience with Docker

    • Familiarity with databases such as MySQL, MariaDB

    • Knowledge of Webshop Technologies

    • Hands-on experience with cloud projects, especially on the Google Cloud Platform

    • A background in working within an agile environment