Technical Support Agent

Wuunder and its daughter Paazl optimize the delivery process for cool brands and retailers with an international focus. And because we are growing faster and faster, we are looking for new colleagues to strengthen our ambitious but also cozy team in Amsterdam!

As a Technical Support Agent, you are part of the Customer Success team. This team consists of tech support, projects, and onboarding. This team represents the interests of all our customers.

In this role, you are the first point of contact for our customers who have questions regarding the use of our platform. Here, you provide advice on the integration with Wuunder and Paazl and its optimization. Technical affinity, commercial thinking, and good communication are central to this.

• You are responsible for first-line (second-line) support, you speak with our customers on the phone, answer emails, and additionally create tickets for our development team.

• In this role, you support customers such as G-star, Rituals, Hunkemöller, Tag Heuer, and many other beautiful brands in using the platform with the goal of optimizing integrations and configuration.

• You contribute to the improvement of B2B customer processes and the optimization of the Q&A.

• Customer questions are often IT- and transport-related.

• You also contribute to customer satisfaction and bring this to a higher level every day.

• You are responsible for good collaboration with direct colleagues at all levels, SLA objectives, continuous improvement, and performance management.

• Is open and loves good communication with colleagues and customers.

• Is analytical and has technical insight.

• Is creative and able to think "outside the box" and records this knowledge and shares it with others so they can learn from it too. Teamwork is key!

• Can work independently, has a hands-on mentality, works pragmatically, and is focused on providing the right solution for optimal results.

• You are a problem solver who asks customers the right questions, maintains an open attitude, and approaches and helps the customer without judgment.

• Experience with Customer Support, including (complex) problem-solving and escalations.

• Excellent command of the Dutch and English languages, both orally and in writing.

• Experience as a Support Agent in a B2B, software, or e-commerce organization.

• Experience with eCommerce and SOAP, REST API, and XML. Preferably also with Java, Elixir, PHP, and Json.

• You are part of a very dedicated, multicultural team of professionals located in Amsterdam and Kyiv, who love hard work, but also love having a bit of fun.

• You will collaborate with leading (international) brands and retailers including Under Armour, Hunkemöller, G-Star, Greetz, Rituals, Tag Heuer.

• By collaborating well and joining forces, we continue to optimize our software.

• Our platform facilitates millions of deliveries worldwide, and that makes the world your workplace.

• A growing international work environment within e-commerce delivery.

• A suitable salary including 8.33% holiday allowance

• Flexible pension

• Standard 25 vacation days

• Hybrid working (+ 2 days at HQ)

• A joint lunch organized once a week at the office in Amsterdam.