Job description

Other

Localization

Remote

Salary

1280019000 PLN gross/ month

CoE
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Meet us!

Senior Support Manager Operations (3rd line)

Remote

1280019000 PLN gross/ month

CoE

Description

ABOUT OUR CLIENT

The company was founded in 2009 and has its headquarters in the pulsating heart of Munich, directly above the Kunstlabor2 near Stiglmaierplatz. Their diverse and international team of currently 30 people was put together with a lot of dedication and care. Their culture is characterized by team spirit, honesty, transparency and open feedback. In addition, a flat hierarchy promotes a positive atmosphere of continuous learning and growth. With their innovative monetization platform, self-developed software, combined with outstanding customer care and support, they stand out from the market. In this way, they optimally bring together the needs of their customers – from publishers to advertisers. Their work enables publishers, freelance journalists, independent reporters and bloggers to finance themselves independently. This preserves the diversity of the media landscape and guarantees the right to freedom of expression. Securing this fundamental right drives they every day to achieve the greatest possible output. They also act sustainably beyond the monetary aspect by supporting various social projects at local and global level. If you identify with our Client goals and values, we look forward to receiving your application. We are expanding and are looking for creative experts who are enthusiastic about exciting challenges.

Recruitment process:

  1. Short call (with hireplace.it recruiter) [~15 min.]📞
  2. Preliminary interview with HR approx [~20 min.]☎
  3. Interview with the department head approx [~30 min.]💡
  4. Skill test, remote 🖥
  5. Personality test, online 🧠
  6. Discussion with the CEO and contract negotiations 👨‍💼
  7. Contract 🤝

Responsibilities

  • Technical troubleshooting and customer support:
  • Handling and solving complex technical issues escalated by the first and second level support teams, such as
  • -> checking settings in Google Ad Manager
  • -> modifying website source codes (JavaScript and HTML)
  • Supporting customers via the JIRA ticket system with a strong focus on understanding customer needs.
  • Answering customer inquiries and solving problems, including technically complex questions.
  • Customer interaction and satisfaction:
  • Interact with customers to understand their needs and provide high-level technical support.
  • Ensuring customer satisfaction through effective communication and solutions.
  • Collaboration and documentation:
  • Work closely with other departments such as Quality Assurance and Product Management to solve problems and improve products.
  • Creation and maintenance of documentation on support processes, solutions and best practices.
  • Incident management and technology assessment:
  • Lead major incident investigations and coordinate with stakeholders to ensure timely resolution.
  • Stay up to date with the latest technology and recommend tools and systems to improve support capabilities.

Requirements

  • You are the perfect person for this job if you….
  • You are a committed and determined person who wants to advance your career and achieve high goals
  • Value conscientiousness and accuracy
  • Enjoy taking on responsibility and setting high standards for yourself
  • Reliable, friendly, flexible and resilient
  • Have a passion for technology and its applications
  • Enjoy working in a team and helping your colleagues
  • You like complexity and want to constantly develop yourself
  • Curious about the job? Read more….
  • Education: Degree in media design, computer science, information technology or a related field
  • Languages: English, spoken and written, at native speaker level
  • Experience: 3-6 years of experience in technical support or a related field
  • Technical competence: Expert in specific technologies, mainly in HTML and CSS
  • Continuous Learning: Commitment to ongoing training and certification to stay up to date with the latest industry and technologies.
  • German skills at B2 level [nice to have]
  • Experience in digital/ad technology, such as experience in digital/ad technology (Google AdManager, Outbrain, DV360, SSP, DSP, AdServer, Campaign Management, header bidding technology such as Prebid, Amazon TAM) [nice to have]
  • Certificates: Relevant certificates such as ITIL, CompTIA A+, Network+ or other manufacturer-specific certificates (e.g. Cisco, Microsoft, AWS) can be advantageous.[nice to have]

We offer

  • You can work with us remotely from Germany and Poland and you will receive a permanent contract.
  • There are 28 days of vacation and Christmas and New Year's Eve off.
  • Your onboarding takes place 1:1 with a mentor and we equip you with everything you need for your job.
  • We offer you cool development opportunities that build on your knowledge and are developed together with you.
  • There's a special gift for your birthday.
  • You can also expect regular trips with full costs covered and two major annual events for all employees.
  • In the office, everyone is provided with a large selection of snacks and drinks free of charge.
  • Public transport ticket (D)
  • Corporate Benefit (D)
  • Job bike (D)
  • Egym Pass (D, PL)
  • Medical care (PL)
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Senior Support Manager Operations (3rd line)

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    Marcin has demonstrated a high level of professionalism during the recruitment process. His approach was personalized, thanks to which I felt well-informed and taken care of during the whole process. He's organized multiple check points to make sure everything was going smooth. Marcin has been extremely helpful and he's definitely a great person to work with!

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