Technical support administrator

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At Storytel we believe that powerful stories add an extra dimension to life. We offer hundreds of thousands of audiobooks and ebooks to customers in 20 markets, with new markets launching in the coming year. Storytel is Northern Europe's largest audiobook streaming service and we are looking for a Technical support administrator to join Storytel.

About the role

For our customer support team, we are now looking for a Technical support administrator to optimize, improve and maintain the way we work so that we can continue to deliver a great customer experience. You will be an important part of the operational work of the customer support team. 

This role is a 50/50 position where one part is to administer, optimize and maintain our Zendesk platform. The second part is to be the technical support and work closely with our customer support agents in order to identify, report and solve bugs or issues for our customers. You will act as a bridge between our customer support team and our tech department. Since this is a new role within Storytel you will have the opportunity to be part of forming the role and our way of working. You will report to the Head of Global Customer Support.

 Responsibilities include

  • Optimize existing workflows, business rules, user roles, and groups and identify areas for improvement within Zendesk
  • Creating report metrics in Zendesk Explore
  • In-depth troubleshooting in order to identify and report bugs to our developers
  • Report bugs and issues to responsible teams
  • Bug prioritization 
  • Own and maintain documentation and workarounds for current bugs or issues and communicate it to customer support agents. 

Your profile

We are looking for:

  • Minimum of 1-year experience on an administrator-level in Zendesk or similar platforms
  • Analytical mindset and an avid app user
  • Passionate about improving customer service and CX
  • Excellent written communication skills
  • Self-starter and self-learner
  • Navigate system logs
  • Fluent in English

Beneficial skills:

  • SQL knowledge, to be used in diagnostic and troubleshooting purposes
  • Familiarity with Jira
  • Knowledge of the whole Zendesk suite
  • Basic HTML

What we can offer

We are a social group and if you like discussions about true crime, books, tv series or funny memes you will fit right in. Storytel offers a friendly, entrepreneurial and fast-moving work environment where new ideas and creativity is welcomed. We like doing things in new ways and questioning old methods. The Storytel culture - characterized by being welcoming and helpful - is important to us. We don’t believe in hierarchy and micromanagement, we highly believe in giving responsibility and having people grow alongside it. And we always find time for “fika” (the Swedish concept of sitting down and having a cup of coffee together).

Does this sound interesting? We would love to get your application today. Please write your application in English.

Usually responds within two weeks

Or, know someone who would be a perfect fit? Let them know!

Stockholm

Tryckerigatan 4
111 28 Stockholm Directions

Workplace

The Storytellers in 4 words?
Friendly, Welcoming, Helpful, Innovative.

Amount of coffee and tea cups per day?
Impossible to know, we like our hot beverages.

Number of orange headphones?
Thousands.

Times we celebrate?
Whenever we have something to celebrate. Which is quite often, we like to celebrate - preferably with cake. 

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