customer operations engineer

Created in 2015, SMARKIO is an omni-channel marketing automation platform which automates the digital communications between our clients and their audiences (customers, prospects, leads). Cloud-based and provided in a SaaS (Software as a Service) model, it combines a powerful automation engine with advanced features such as chatbots, on-site personalization, email marketing and SMS marketing.

To be part of our Customer Account Management team, we are looking for a Customer Operations Engineer to help and assist our customers to achieve their results. The ideal candidate is a technical hands-on person with at least 2 years of experience in a client-facing role.

As a Customer Operations Engineer you will:
Ensure the technical onboarding of new customers, provision and configure new Smarkio instances and provide the technical assistance and training to new clients as part of the onboarding process
Handle customer requests ensuring that a high level of service is provided – ensuring that we meet our agreed SLAs (Service Level Agreements) and that problems are solved and
Investigate, test and solve customer incident requests which in most cases will require you to use SQL to check information on database, replicate the same scenario on a test environment and work alongside with the Product team to get incidents solved
Listen to customer requests, complaints and suggestions and work with Product Team to describe and detail those requests in order to have them being considered for implementation
Write detailed specifications on customer customization requests and work with Product team to have them implemented
Help testing and documenting new features to ensure successful shipping of new features

Let’s talk about you.

Your hard-skills:
You have at least 2 years of experience preferably working in a client-facing role – interacting with customers
You have a technology background and have worked with software development
You have a very good knowledge of databases and can easily write SQL queries – from simple ones to more complex ones with multiple joins and subqueries
You have a very good knowledge and experience of working with Linux environments
You have a good knowledge about Web Applications – HTML, Javascript, CSS
(As a plus) You have experience developing applications using PHP and PHP web frameworks (we use Symfony)
(As a plus) You have a good knowledge of Digital Marketing – from a business perspective but also from a technical perspective on how all the pieces fit together

Your soft-skills:
You have very good communication skills meaning you can engage with our clients and ensure that the message is clear, empathetic and the customer understands it
You are proactive, autonomous and responsible and will own the customer tickets you are working until they are solved with little or none supervision
Your native language is Portuguese but you can also communicate with our non-portuguese customers in English
You are a good team player and work collaboratively with the team to achieve our objectives
You like to learn new concepts, new technologies, new processes and approaches

What is waiting for you:
The opportunity to integrate a 14+ years Group ( that is constantly growing in the digital business and technology market with access to group benefits and partnerships
A young, relaxed, informal and motivated team that will help you get up to speed with Smarkio and how it works
Remote work – we are working 100% remote since the pandemic started. Maybe one day we will work some days in the office, maybe we won’t.
The opportunity to learn a lot and grow in the Digital Marketing technological area

If you believe you have what we are looking for and you feel is a good opportunity for your career send us an email with the subject “Customer Operations Engineer” until 12/02/2021, with your CV and a summary/introduction of why you think this opportunity is for you. Together with CVs we also like to hear from people why they feel they are a good fit ;-). Thank you!

Smarkio is part of Impacting Group.
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Empresa: Smarkio, S.A.
Local: Porto
Tipo: Full-time;

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