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MAPP Digital career site
Customer Success · Multiple locations · Hybrid Remote

Frontline Technical Support Analyst

WHAT YOU WILL DO:

Mapp is seeking a Frontline Technical Support Analyst to support our clients using Mapp Cloud products. You are responsible for resolving technical issues and questions submitted via the customer portal or hotline with a high level of customer satisfaction.
The successful candidate is a customer-oriented, hands-on problem solver, delivering exceptional customer service and meeting our technical support targets, in a cross-functional environment.
You will be the initial point of technical support contact for our clients in our global, two-tier Technical Support organization, comprised of Frontline Support and Advanced Technical Support. This role reports to the Manager, Frontline Support & Technical Coordination.

• Manage Frontline technical support tickets raised through our support portal or support hotline
• Investigate, reproduce, and resolve technical issues
• Interface with our Engineering, Implementation and Advanced Technical Support teams
• Educate and assist customers on basic use cases and best practices for Mapp Cloud solutions
• Analyse technical issues and roll learnings back into our training and education resources
• Build relationships internally and externally

THE ASSETS YOU BRING TO THE TEAM:

• At least 1 year experience in online software / SaaS support
• Great analytical and communication skills
• Able to communicate technical solutions to non-technical clients and colleagues
• Good knowledge of HTML, HTTP and emailing
• Basic knowledge of webservice API’s, XML, SQL, or scripting languages, is a plus
• Fluent spoken and written English
• Spoken and written German & French

Department
Customer Success
Locations
Milan, Munich, Berlin, London
Remote status
Hybrid Remote
Employment type
Full-time
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About MAPP Digital

Emerged from Mapp’s successful cross-channel marketing solution and Webtrekk’s proven customer intelligence tool, we have created an insight-led customer experience platform – unlike anything in the market. Mapp has offices all over the world, including San Diego, London, Paris, Berlin, Munich, Milan, Eindhoven and Krakow. More than 250 employees around the globe work on Mapp’s technology to provide customers with actionable marketing insights that will help them deliver exceptional customer experiences. At Mapp, we also encourage employees to push the limits on what we deliver, both as individuals and as a company.

Do you want to shape the future of marketing with us? If you’re tech-savvy, love helping customers be successful with technology, and always hunting for the next big deal, we want to have you on board!

Founded in 2016
Coworkers 275
Customer Success · Multiple locations · Hybrid Remote

Frontline Technical Support Analyst

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