Technical Support Engineer
We are now looking for a Technical Support Engineer to join our Technical Support Team. Framery is known for its high-quality office phone booths, pods and private spaces—now we want to make sure that Framery will be famous for excellent after sales customer experience.
The Technical Support Team is a part of Customer Success and we work in close cooperation with our customers and distribution partners from all over the world.
It’s all about customer success management, the principle of figuring out the best way to interact and support customers in each stage of the customer’s journey. While Customer Success Manager proactively guides customers to get the most out of the digital pods and services, Technical Support steps in when a customer encounters technical problems and saves the day.
Main responsibilities and job duties in the role:
Play a critical role as the first point of contact for customers reaching out to Framery Support about issues with Framery products
Work successfully across multiple teams to resolve issues in a timely manner by investigating the support request, determining the cause, selecting and explaining the best solution
Follow up the case to make sure the problem is solved and customer happiness is guaranteed
Express empathy for each customer's situation and maintain a positive and professional attitude
Establish a comprehensive knowledge of our products by constantly learning how things work and going deeper to the technical details
Work together with product engineers and product management to improve existing features while gathering customer feedback for upcoming release cycles
Work closely with the Customer Success Managers to maintain continuous knowledge of customers
Participate in writing help documentation and instructions—both for internal and external use
What do we expect from you?
Suitable technical background (e.g. B.Sc., M.Sc.) is success factor in this role but most importantly you have a passion for investigating and solving technical issues
Fluent English proficiency, spoken and written. All other language skills are considered as an advantage. The working language of the team is English.
Great interpersonal skills, spoken and written. Cleverness with translating technical matters for non-technical audiences
You have the desire to work in the customer interface and make sure that despite the issue the customer is facing, they have a good and confident feeling about doing business with Framery
Result oriented approach with outstanding problem solving skills. You love to dig in on a complex issue and come up with a solution.
Great prioritization and self-management skills with strong attention to details. You are able to juggle many technical and administrative tasks simultaneously.
Ability to learn new technologies quickly and adapt smoothly to change.
Strive to continuously improve the daily work and demonstrate a willingness to learn and implement best practices together with the team.
According to the current hybrid model in use, you have the ability to work with the team at the office at Tampere about three days a week.
What do we offer?
An opportunity for someone who is still in the beginning of their career and looking for a chance to grow professionally and develop yourself at a dazzling speed!
You have an excellent opportunity to jump in and be an important part of the journey where the founder of the entire soundproof office pod market also leads the digital transformation and takes an impressive leap further from its competitors.
As experts of happy workplaces, we also take the well-being of our employees very seriously. Framerians come first and customers are a very close second. We offer you a joyful and ambitious environment and amazing colleagues. Meet some of the Framerians and get to know our amazing products and culture on our website.
We’d love to hear from you as soon as possible. Please send your application with your desired salary level by the 3rd of February 2023. Applications sent through the link will be added to our recruitment system, which is our primary channel when recruiting new co-workers, so please do not email the application.
If you have any questions or you would like to have additional information about the position, please contact Technical Support Team Lead Juho Palosaari (+358 504136063) during the following hours:
18th of January 10:30-11:00
20th of January 12:30-13:00
24h of January 13:30-14:00
30th of January 12:30-13:00
1st of February 10:30-11:00
We are looking forward to your application!
Framery – Serious about happiness.
Happiness is the reason why Framery exists and is at the heart of everything we do. Our products including pods, phone booths and soundproof private spaces solve noise and privacy issues in open offices, making employees happier and more productive, and saving time, space and money. Today over 40% of Forbes top 100 companies have happier workplaces because of Framery Pods, and the number is growing fast.