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Technical Assistant
+31 (0)70 311 7822
monika@bluelynx.com
Description
Our client is the world’s leading internet entertainment service with more than 260 million memberships in over 190 countries enjoying TV series, documentaries and feature films in a variety of genres and languages.
We are now looking for a Technology Experience Specialist to join their team in Amsterdam.
In the role, you will use your technical knowledge and experience to provide technology support to users, convert information and learn from interactions to prioritise, actionable understandings of the holistic user experience.
As a Support Specialist, you play a critical role in supporting our client’s staff and their engagement with technology by examining user friction and gathering relevant information. This begins the process of working with partner teams to improve the overall technology experience and permanently resolve recurring issues.
Job Profile for Technology Experience Specialist
Responsibilities will include but not be limited to:
- Serve as the primary point of contact for users seeking technical assistance
- Learn how users experience technology through investigating documentation, and categorise interactions with a focus on trends and contact reasoning
- Manage technical issues as a part of incident management workflows, escalate issues to appropriate partner groups, and develop robust documentation to create a positive knowledge base experience
- Recognise and connect patterns in how users experience technology across 1st and 3rd
party technologies by composing bug reports when needed
- Recommend and implement experience improvements, make feature requests, bring attention to opportunities of creating self-service solutions, as well as productivity enhancements
- Identify and link Zendesk tickets that show a pattern of behaviour/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space
- Ensure that users interact with the team at the highest quality technical support partnership while engaging in the organisation’s strategy to learn from user experience
- Engage and work with the global team as part of an overall user journey experience team, gathering important information, data, and context to bridge the user experience and partner teams, using compassionate and thoughtful feedback/ideas
- Be flexible in working hours to help meet the business needs
Candidate Profile for Technology Experience Specialist
- Must be fluent in English, both written and spoken
- Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilising available systems and tools
- Robust documentation mindset, translating the information into knowledge-base articles and/or user stories
- Able to proactively seek out opportunities to improve user experiences and deliver cohesive ideas around innovative support strategies and application design considerations
- Strong communication skills with demonstrated ability to engage with users through various ingestion points and communication platforms; including the ability for direct (virtual) interaction with stakeholders as part of your investigation around a particular technology friction and the user experience
- Consistently developing your skill set while seeking out opportunities to learn
- Collaborative through listening, seeking to understand, and supporting
What Our Client Offers
- 25 vacation days per year
- Pension plan
- Opportunity to join a dynamic international environment
- Work for a global organisation
- Be part of a passionate and creative team
Already imagine yourself in this position? To make the first step, click Apply or email us your CV at cv@bluelynx.com
Please note:
Candidates may be required to present references and diplomas, and may have a background check done as a part of the Blue Lynx recruitment procedure.
Thank you for your application with Blue Lynx. Due to the volume of applications we cannot respond to everyone. Therefore, when you have not had a call or email from one of the Blue Lynx Recruiters within 5 working days your CV has not been selected. Please register with Blue Lynx when you have not already done so, click Register Online
You can email queries and question to cv@bluelynx.com.
For a broader picture of Blue Lynx and all published vacancies please visit www.bluelynx.com.
Kind regards, The Blue Lynx Team
