Technical Support, US, NYC

Indrykket: 13.2.2020

Templafy, Udlandet

Tech supporter for Templafy

Ready to join the next big Global B2B SaaS company? We are ramping up our Support team with a full time tech support in our office in One World Trade Center in New York.

About Templafy

Templafy is a fast-growing SaaS company with global operations based in Copenhagen, Denmark, with recent expansion into Berlin, Eindhoven and New York. Templafy has an ever growing customer base consisting of some of the worlds largest companies and global enterprises.

You'll be working in our New York office located in One World Trade Center.

About the job

You will join our technical support team who takes care of providing daily support to our implementation partners and customers. Most support is handled via screen sharing, email and chat.

We already have a skilled team in Copenhagen and Eindhoven consisting of six full time tech supporters, but with a growing customer base in US, we now aim to strengthen our US team.

Our SaaS platform is a B2B product so we do not engage in end-user support. The "daily" customers needing tech support are client IT, client platform owners or our implementation partners.

The work is characterized by low a volume of highly complex problems that require in depth investigations to find solutions. As a tech support agent you get to follow the tickets from they come in until resolved.

Furthermore, you'll be a part of building and maintaining our internal and external knowledge base by writing and updating help center articles which include the latest features and functionalities of Templafy for all users.

Besides a strong technical foundation, you should communicate well and thrive to operate in the intersection between customer support and technology.

About the Templafy platform

  • Templafy is a cloud based solution with a strong integration to the MS Office suite and with integrations to other systems (DAM, DMS, CRM, SharePoint)
  • We integrate to client IT infrastructure via SSO.
  • Our integration to MS Office requires a classic deployment of an MSI package that installs our VSTO Add-ins (or Web Add-ins from MS Office store)
  • Finally our standard SaaS solution is customized by our implementation partners to fit client needs.

The majority of support falls within the following categories:

  • Authentication / SSO.
  • Deployment, desktop, RDS/Citrix
  • Third party integrations.
  • Troubleshooting on Templafys own business logic.

About you

We expect you to have a solid technical background and a very good general knowledge about IT. You have problem solving mindset and a drive to apply your skills in trouble shooting to find solutions.

Preferably you already hold some experience from a similar position with outstanding results and you are dedicated to finding solutions to problems and deliver first class customer experience.

The job does not involve coding, but a developer background could prove very useful.

Elements we expect you to excel in:

  • Being service minded
  • Great problem solving skills
  • Positive mindset and attitude
  • Fluency in English is a pre-requisite - other languages are a plus
  • Bonus: understanding for HTML, JS, C#

If you think this is you, please add a cover letter telling us why you feel this position is a good a fit and why you want to join our team!
Kontaktoplysninger Klik for yderligere info: Se annoncen hos Templafy...
Templafy brings custom company templates, brand assets and best practice content together directly inside any office application, streamlining how users create on-brand and compliant documents, presentations and emails. With Templafy, global businesses safeguard their brand integrity and increase productivity through a centrally governed, secure and easy to use platform.

Founded in Copenhagen, Denmark in 2014, Templafy’s team leveraged more than 15 years of experience in template management and document automation to develop an enterprise cloud service solution which is now a global market leader within its category, validated by blue chip enterprise customers on every continent.