Client Support Representative

Job description


Antavo is a rapidly growing scale-up that is disrupting the loyalty management market through its innovative omnichannel technologies. We are recognized by Gartner and Forrester as a leading pure-play loyalty management platform and expanding globally in 2021.

 

Hi there, I’m Giulia Filoso
Head of Client Success

 

As a Client Support Representative at Antavo, you’ll be working with us to help our clients get the most value of our product capabilities and resolve technical challenges they might face. We’re looking for you, if you are a solution-oriented problem-solver who can respond to customer-facing issues with attentiveness.


I’m looking forward to working closely with you!


Be at the forefront
of innovation

Antavo has developed its own product from the ground up.

We've carved out our own path. We value independent decision making and innovative spirit above all.

You will work
with us


  • Giulia Filoso

    Head of Customer Success

  • Klári Németh

    Product Support Engineer


Responsibilities


  • Triage incoming bug reports and support requests and respond to them in accordance with their priority
  • Start the investigation of the root of the problem on your own and then write clearly documented bug reports for the Engineering team if necessary
  • Be the bridge between our client and our Engineering team to make sure that bugs are solved in a timely manner
  • Follow up with clients through updates until their issues are resolved
  • Answer basic product questions to assist clients to use our functionalities in a self-service way
  • Escalate complex client requests to higher levels of support.
  • Make sure our clients can find documentation to best use our features and collaborate with our writers to improve our content
  • Constantly expand your knowledge about our evolving product and clients’ feature sets
  • Identify common user issues and communicate feedback from clients to the Product team


What you will need to be successful

  • Work experience at a SAAS company and/or in a customer service role
  • Experience in using ticket management (eg. Jira, Asana) and help desk (eg. Zendesk, Freshdesk) tools
  • Capability of evaluating and prioritizing new issues with a sense of urgency
  • Continuous learning of new technologies and use cases
  • You’re a patient, empathic person who finds deep satisfaction in helping others
  • Good English writing and communication skills


Nice-To-Haves

  • Understanding of software development processes
  • Familiarity with ecommerce (Magento, Shopify) and marketing CRM/automation platforms (Salesforce, Oracle, Emarsys)
  • Experience in creating support articles or user guides
  • Experience in working in an international environment
  • Good Chinese (Mandarin) writing and communication skills


What our team loves about
working at Antavo

  • “Innovation and change are constant! With all the clients and tech around, there are plenty of opportunities to learn new things and improve my skills.”
  • “The team is truly international! Colleagues and clients from around the globe - and everyone is so kind and ambitious. Working here really widens your perspective.”
  • “The team spirit is exceptional. We motivate each other to be even better. In my time here, I have achieved things I never thought possible. ”
  • “Work here is very flexible! It’s up to me whether I wish to come to the office or stay at home. For me, having the freedom to choose is very important.”
  • “I always wanted to work in the software industry, but didn’t want to move from my city. At Antavo, I can work from home and still feel like a valued member of the team.”


Requirements