Technical Support Engineer.
As a Technical Support Engineer, you’ll be the primary point of contact for our customers, supporting them with any technical queries regarding our software and its functionalities. You’ll be playing a pivotal role in our customers’ journey with Linnworks. The key factor to successfully solving cases within the Technical Support function will be combining an empathetic approach with curiosity, tenacity, and adaptability. Great communication skills, a proactive attitude, the ability to understand & navigate technical systems, and a strong passion for providing quality customer care will all help you on your way.
Education and training.
Higher education is not required, while any skills, knowledge, or experience related to acquiring a degree can be beneficial.
Technical and computer skills.
You'll have intermediate computer skills, while knowledge of the Google Suite tools is helpful. Your technical curiosity will be an asset as you learn and develop your skills with our systems.
Competences.
Skills:
- Technical problem-solving.You’re a logical thinker and have a willingness to learn technical concepts.
- Strong customer-centric approach. You enjoy helping others (not just our customers!) and are committed to providing excellent customer service.
- Adaptability & quick learning. You’re able to thrive in fast-paced and evolving environments and believe you can learn on the fly.
- Clear & concise communication. You have great communication skills and are well-versed in both written & spoken English.
Attitudes:
- Organized & attentive: You know you’re capable of managing your tasks well and can make sound decisions in challenging situations. Of course, we’ll support you through appropriate training!
- Curiosity & enthusiasm for tech: You have a strong desire to explore and master new technologies, apps, devices, and systems, regardless of your current experience level.
- Reliability & accountability. You’re committed to learning, and you know that mistakes help you grow. You’re a dependable partner to both our team and our customers and deliver on your commitments.
Previous experience.
While prior experience is not required, any experience with customer service is a plus!
Responsibilities.
- Handling our customers’ technical requests via
- ticketing system
- live chat
- direct phone lines.
- Providing prompt, efficient, detailed, and customer-oriented service to our customers
- Proactively looking for solutions to our customers’ queries
- Escalating complex cases to respective internal teams as per set workflows
- Getting to know the Linnworks product through ongoing learning, training, and conducting regular independent research to stay in the loop with our evolving ecosystem
- Supporting other Technical Support Engineers with solving cases, sharing knowledge & learning together
- Explaining complex topics to customers and team members simply & collaboratively
- Working according to the Technical Support shift schedule:
- 5 days a week, mainly from Monday to Friday, with occasional weekend coverage.
- Alternating weeks of live chat & phone support.
- And, the Technical Support team doesn’t work night shifts.
Benefits.
- A Competitive Total Compensation Package & an Employee Appreciation Plan
- A collaborative team culture based on trust & belonging
- 5 weeks of Vacation per year + an extra vacation day for each year of service for the first 3 years
- Full Sick Leave compensation up until the 8th day of illness
- 2 Volunteer Days per year - volunteer solo or join our team on a day out
- Flexible work arrangements - Work from Home, Hybrid or from our office, with opportunities to Work from Abroad
- Company Laptop & Work from Home Stipend – you’ll receive a personal budget of €500 to set up your best home office!
- Mental Wellbeing Support - Access to therapy, mental health sessions, and yoga through a free premium subscription to Headspace 🧘🏻♀️
- Recreational Sports Compensation or supplementary Private Health Insurance
- Confidential Employee Assistance Programme with access to 24/7 compassionate guidance, expert advice, resources & free mental health counselling
- Career Growth, Training & Personal Development via Linnworks Career Framework
- A modern office in the Tallinn City Centre
- The opportunity to be part of a rapidly scaling and market-leading tech company at the forefront of a growing e-commerce industry
Who we are.
As the global leader in the eCommerce automation sector, Linnworks has one mission: giving our clients back their time to grow and lead their brands. Companies wanting to sell their products via marketplaces like Amazon, eBay or TikTok need a platform to automate and monitor retail, inventory and shipping processes, and performance. We have teams across North America and Europe, and we are backed by Marlin Equity Partners, a leading growth equity firm headquartered out of California.
Linnworks not only has the market-leading product for e-commerce automation but also attracts the best people in the industry. Highly skilled, passionate, and collaborative with a winning and customer-centric attitude - we pride ourselves on our people.
Life at Linnworks.
Linnworks is proud to be an Equal Opportunity Employer (EoE). We believe that diversity of experience, perspectives, and background leads to a better environment for our employees and better service for our customers. The training and development of our employees is something we value deeply. We are committed to continuous investment in your personal growth, providing clear paths for career progression, and equipping you with the tools and training required to become experts in your profession.
In Estonia, Linnworks has been recognized as a flexible, Remote-First employer & a practitioner of effective remote work by Smartwork NGO/NPO (smartwork.ee) and PARE, the Estonian Human Resource Management Association.