27 day(s) ago

Technical Customer Support (EMEA)

40000 - 55000 EUR per Year


Eastern Europe, Western Europe, Middle East, Africa
English: Advanced, Upper Intermediate, Native Speaker
Experience: 3+ years
Employment: Full-time

Hotjar

Malta
To give teams of all sizes the insights they need to create experiences their users love

Hotjar is a powerful product that reveals the online behavior and voice of a website’s users. By combining both analysis and feedback tools, Hotjar gives the ‘big picture’ of how to improve a site's user experience and performance / conversion rates. Our team work on the compelling challenges that come with large-scale web traffic and analytics, on a product that has a real impact on the thousands of users we support around the world. We work in an agile environment, 100% remotely, and actively encourage both personal and professional growth; always be learning is one of our core values.

Headquartered on the beautiful island of Malta, in the ‘heart’ of the Mediterranean, Hotjar is a successful start-up that operates on a fully remote basis, and with a key emphasis on personal development.

Spread throughout the Americas, Europe and Africa, our team casts a wide net across a multitude of locations, lifestyles and backgrounds. It’s our differences that make us interesting, and our shared belief in Hotjar’s core values that bind us together.

Hotjar's culture is driven by respect, transparency, collaboration and direct feedback. We have no room on our team for disrespect, office politics or discrimination of any kind. We're obsessed with communicating with our users as well as within the team. We hate bureaucracy and slow moving organizations – but we're suckers for well-defined processes. We love lean, iterative improvements, and success is measured by the value we create for our users.

Responsibilities

Work with our customers through Zendesk
Communicate crucial company updates through multiple channels (i.e., in-app messages, emails, blog posts, etc.)
Help create knowledge base content - this includes writing and updating existing articles, and create visual content
Help create internal processes that directly impact engagement and improve our response times
Create reports for the product team that highlight customer feedback / sentiment
Collaborate with a cross-departmental team to plan and execute projects
Collaborate with other departments including Product, Legal, Marketing and Customer Success

Requirements

You have great tone of voice and ability to explain concepts clearly
Experience in a customer-facing role or a troubleshooting environment
Because of the technical nature of our product, you understand how websites work. This includes being able to troubleshoot HTML and CSS issues in web browser-based developer tools
Natural at problem-solving - with a huge range of customers using a complex product, it’s a crucial part of the job
Desire to work in a respectful, transparent, and collaborative work environment, following Hotjar’s company values, culture and ways of working
Must submit to a background check confidentially processed by our third-party

Benefits

A remote and accomplished diverse and international team
A chance to positively enhance people’s experience online and make the web a better place
In addition to the monetary compensation, we also provide all team members with an assortment of unique and popular perks.

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