Customer Support Specialist
- Gothenburg
- Hybrid
The mission
At TimeEdit we believe in context not control; we will set you up for success and watch you soar.
Backed by leading SAAS investors , our product is at the heart of every Higher Education institution solving conflict problems while improving student and staff's overall experience.
With over 20 years of experience in the domain, we are now on a growth journey. Having recently expanded out of Scandanavia, TimeEdit has a base of 190+ education institutions and is growing rapidly.
The challenge
As the market is transitioning from legacy monoliths, excel spreadsheets and home-grown has-beens, the TimeEdit Customer Success team is pivotal in easing the digitization process for our customers. This critical function is responsible for driving ongoing adoption, ensuring retention and implementing TimeEdit across universities. Your goal as a Customer Support Specialist will be to execute the daily support and the long term quality assurance for our customers.
The role
As a Customer Support Specialist within the TimeEdit customer success team, you will…
- Be the trusted first point of contact for our valued customers across Scandinavia and Europe and ensure they become TimeEdit ambassadors
- Follow up first and second line support via phone, e-mail and our support system (Zendesk)
- Plan, structure and coordinate the daily support
- Utilize your problem solving skills to resolve complex customer challenges and work with advanced trouble shooting
- Be responsible for the Support function and continuously refine and optimize our support processes
- Work together with our Customer Success, Engineering and Product teams to solve challenging problems and be the voice of our customer within our organization, driving innovation and improvements
Work with great people
Skills & Requirements
We urge you to apply if you…
- Have at least 3 years experience working with support, preferably from a SAAS vendor
- Have an understanding of complex systems and the abilty to grasp how APIs work
- Are a social problem solver, highly organized, collaborative and detail oriented
- Are empathetic, positive attitude with a desire to help our customers reach their goals
- Are driven, self-motivated, enthusiastic and with a “can do” attitude
- Have exceptional communication skills and fluent in both English and Swedish
Great Place to Work
$2,500 grant for personal development
Monthly stipend for gym membership
Growth opportunities
Awesome company retreats and regular team outings
Modern offices around the globe
Flexible hours and a remote friendly environment
About the company
TimeEdit was established in Gothenburg in the mid 90’s by an astrophysicist making a timetabling application from an Excel sheet on crack. Since then, the system has been professionalised and developed further to arguably become the world’s most modern fleet of resource management tools for higher education institutions. As a leading SaaS company within Edtech we are now moving to redefine the future of Acedmic Operations.
Today, TimeEdit is a market leader in Europe and one of Scandinavia’s fastest-growing Edtech companies. On average, our customers spend 20% less on facilities, representing more than 4MEUR (!) in savings per year (yes, we’re pretty proud of that!). Less money spent on empty rooms means more resources allocated to research projects and higher education quality.
We recently celebrated our 190th customer and are growing fast through new exciting applications and a global roll-out. Today, more than seven hundred thousand students, teachers and schedulers use our products every day (yes, we’re pretty proud about that, too!).
Our office is located at Kungsportsplatsen in the heart of Gothenburg.
Context, not controlIf the team is fully aware of our purpose and how it maps to TimeEdit's current state of business, we believe we can make much better decisions and accomplish far more than through a top-down management model.
Swing for the fencesWe encourage experimentation. Better to try and sometimes fail than to sit tight and… fail for sure. Each mistake carries a lesson, and we make sure to learn from it.
Judgment > PoliciesSocial media policy. Travel policy. Buy a round of beers at an event policy. Work from home policy. Nay. Our policy on these (and most things) consists of three words: Use good judgement.
Work-life fitWe're scaling a company where people can build their work around their life, not the other way around. Flexibility means you're in the driver's seat to create a schedule that works for you, your passions, and the people you love.
Alexandra Franzen | Contact Person
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