Customer Support Representative (Afternoon shift-Remote)

About Us

Antavo is a rapidly growing VC-backed 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 AI loyalty management platform.
The Team

The Antavo Team is a passionate, dynamic, innovative and fun-loving professional team. From consultative sales people, savvy marketers to tech whizzes, we have a diverse team of talented individuals with one unified focus - our customers. Customers are at the heart of everything we do and we pride ourselves in always taking an innovative, customer-centric approach in creating the right experiences, products and content for them. With big dreams and a grand mission, we’re looking for great like-minded people to join us - people who are as passionate, fearless and entrepreneurial.

If you’re looking for a remote first, dynamic, no corporate-BS environment to learn, grow, and really make an impact, we could be the perfect fit for you!
The Role

As a Customer Support Representative at Antavo , you’ll ensure everything runs smoothly and at the highest quality for our clients while helping them maximise the value of our product and providing guidance when needed. We’re looking for a solution-oriented problem-solver who responds to technical and administrative issues professionally, with a long-term affinity for technology/IT, as a deeper understanding of the product will be increasingly important over time. We are currently looking for a colleague to join our afternoon shift.

HI THERE, I'm Laura Kornelia Groffen
Customer Support Team Leader
I’m looking forward to working with you!
Your Main Responsibilities

- Respond to incoming incidents and client requests with a personal, solution-focused approach while adhering to SLAs.

- Provide first-line support to our customers by checking, reproducing, and testing the issues

- Write clearly documented incident reports for the Engineering team if necessary

- Be the bridge between our client and our Engineering team to make sure that incidents are solved on time

- Follow up with clients through updates until their issues are resolved

- Answer basic product questions, and offer guidance to assist clients in using our functionalities in a self-service way

- Solve basic-level configuration issues in the scope

- 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

- Occasionally, go on video calls with our customers to facilitate ticket resolutions

- Handle chat support for quick Q&A-s at dedicated times

You should have

- Have work experience at a SAAS company and/or in a customer service role

- Be experienced in working in an international environment

- Have experience in using ticket management (eg. Jira) and help desk (eg. Jira, Zendesk, Freshdesk) tools

- Have the curiosity and capability to learn new technologies and use cases in detail

- You should be a patient and empathetic person who genuinely enjoys helping others in a friendly yet professional way

- Should be a team player who helps team members if needed and is not afraid to ask for help

- You should have the capability of evaluating and prioritizing new issues

- You should have good discipline and self-control to work actively and proactively in a flexible, remote-only environment

- You should have the ability to handle frustration when external factors prevent you from providing the desired level of assistance to the client

- Have a good written and verbal communication skill in English

Nice to haves

- Any level of loyalty knowledge

- Familiarity with e-commerce (Magento, Shopify) and marketing CRM/automation platforms (Salesforc