Technical Support Analyst

  • TIDAL
  • Oslo, Norway
  • Jun 21, 2019
Full time Customer Service

Job Description

Do you want to work with people, technology and music? Does developing and implementing strategies to ensure the Customer Support Team is able to provide accurate and efficient technical support to our members sound appealing to you? We are looking for a Technical Support Analyst.

In this role you will become an expert on all things technical support at TIDAL, and will play a central part in connecting our Customer Support and our Quality Assurance teams. Our ideal candidate will have an outstanding customer service experience, ability to reply to inquiries on time and excellent problem-solving skills. 

Job Responsibilities:

  • Providing superior technical support and training to our Customers Support Team

  • Creating, updating and maintaining troubleshooting articles in the internal knowledge-base and member's FAQs, ensuring they are up to date with relevant steps
  • Monitoring escalated ticket flows, taking ownership of technical issues and follow through to resolution
  • Acting as a trigger between our Customer Support Team and our Quality Assurance Team for escalated tickets
  • Creating daily/weekly/monthly high-level reporting to the Customer Support Manager and Quality Assurance manager
  • Working cross-functionally with both Oslo and New York teams and external partners to provide analysis and recommendations for improving support functions and operation.

Experience & skills that you need:

  • At least 2 years managing and creating customer care workflows, knowledge-bases, FAQs and reporting

  • Must have a strong working knowledge of Zendesk and other such ticketing systems as Jira
  • Experience analyzing data and providing recommendations for process improvement
  • Experience assessing skill levels and facilitating technical training
  • Ability to clearly communicate expectations to team members and management
  • Strong working knowledge of Excel and HTML is a plus

Who you are: 

  • You have strong organizational, project management and time management skills

  • You have excellent communication skills, both written and oral
  • You have an ability to research and test your own solutions independently
  • You have a positive can-do attitude in troubleshooting complex technical issues
  • You are willing to travel internationally 

Since you will be working closely with the New York office, usual working hours for this position are 12.00 – 20.00 from Monday to Friday.

If the above sounds like you, apply today.

What we offer:

Technology: You will work in a tech-oriented environment with a team of talented developers who are passionate about technology

Our People: Passionate colleagues in a unique culture and environment, working across borders

Diverse team: Our strength is diversity, and we are proud to say that our company represents more than 30 different nationalities

Opportunities: Personal and professional development in an international company

Remuneration and benefits: Competitive salary, insurance and pension. We help with relocation for the right candidate

Our office: Is centrally located in Oslo. We have a subsidized canteen and a barista with great coffee in the building. Our office is within short walking distance to public transportation, cafés, parks, restaurants and gyms

Stay energized: We provide snacks, fruit, and food at the office

Sharing ideas: TIDAL tech talks and Show and Tell sessions in-house

Social: We host intimate concerts in the office and we have a summer/ Christmas party. We also have a microbrewery team that serves end- of-month beer at the office.