What are we looking for?

It is almost a no-brainer, but any Customer Success Consultant working with Dixa software must be comfortable with both using and discussing technology. Normally, you would probably be able to get away with only understanding the product well, but this won’t fly in our industry. You have to understand Dixa’s technical aspects, as well as how the product fits with and complements other technology in the business software stack. You will be supporting a highly technical market and will have to pay attention to not the industry, but general technology trends and developments as well. You need to be a fast learner, able to easily understand new technology and learn to use it quickly.

You speak technology fluently

As a Customer Success Consultant you are tasked to provide second level support to our customers by all available support channels such as phone, email, chat and other communication platforms. You will work closely with Sales and Account Managers to build working relationships and continue knowledge sharing. The Customer Success team is the first point of contact for our customers, so it is important to provide top notch support with an ability to smile “through the phone.”  

Your responsibility and role

• Provide technical support to our customers by phone, email and chat to help them use our services. Your communication will enable our customers to understand the potential of our technology and what is required to implement it properly.
• Work quickly and efficiently to ensure all customers receive replies to their inquiries in a timely manner.
• Help our customers solve any technical issues that are preventing them from setting up/using our services. You’ll be helping solve different types of technical issues that are preventing customers from using our more advanced services (APIs, widgets, custom integrations and more).
• Monitor incoming alerts in Dixa and Slack and access the systems frequently to ensure that any open tasks are acknowledged and responded to.
• Build and maintain our Knowledge Base and Self-Service guides, which enables customers to solve their own issues.
• Work closely with our Customer Experience team, Account Management, Marketing and Development team to advise customers where required.

Profile requirements

• You are able to build strong interpersonal relationships through email, phone calls, chat and video.
• 1-3 years in Customer Success or Customer Support within technology or digital marketing verticals.
• Excellent writing and communication skills.
• Basic understanding of e-commerce and social media.
• Experience with HTML/CSS, JavaScript and/or Networking concepts.
• Strong time management skills.
• Ability to independently stay organized under a large workload.
• Ability to communicate politely in all possible situations.
• Takes pride in providing a high level of service and delivering a consistent experience.
• Thrive in a high paced performance-oriented environment.
• Ability to profile light training on high-level technical concepts.
• Advantage to be fluent in multiple languages.
• Advantage to have experience with number porting.
• Advantage to have API knowledge.
• Background from the Telecom industry is a plus.
• Applicant must be fluent in both English and Danish.

What can we offer

• Competitive compensation and benefits.
• Attractive pension plan including health and life insurance.
• Ongoing career development with full training and support.
• Vibrant culture in our HQ in Startup Village, the center of the tech and startup scene in Copenhagen.
• Unlimited snacks, sodas, coffee and awesome social events.  
• International office representing more than 12 nationalities.
• Minutes away from the city center, waterfront, the Metro and great restaurants.

Interested

Get in touch with me on Linkedin or apply directly here and tell me why you are the perfect fit for the role.

All the best,

Ghazaleh Mobkie, VP of Customer Success @ Dixa