Digital Experience Support Specialist

5 days ago


Stockholm, Stockholm, Sweden Optimizely Full time

Company Overview

Optimizely is a trailblazer in the marketing technology industry, offering an operating system for marketers to build and optimize digital experiences. Our innovation and excellence have earned us recognition as leaders by industry analysts such as Gartner, Forrester, and IDC.

We're proud to help over 10,000 businesses enrich their customer lifetime value, increase revenue, and grow their brands through our products and services.

Job Description

The Associate Application Support Engineer plays a crucial role in Optimizely's Technical Support Services team, providing technical assistance to partners and customers worldwide.

Responsibilities include responding to service tickets, troubleshooting problems, diagnosing defects, and providing recommended coding approaches to ensure successful resolution while meeting or exceeding service level and customer satisfaction objectives.

Key Responsibilities

  • Respond to assigned service tickets and work towards successful resolution.
  • Establish solid foundational knowledge of all Optimizely products and develop expertise in one or more areas.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Follow standard departmental operating procedures, including accurately logging and updating all service tickets using the defined tracking software.
  • Collaborate with internal experts to resolve complex issues.
  • Effectively prioritize and manage individual service ticket queues.
  • Contribute to the team's meeting or exceeding service KPIs.
  • Participate in regularly scheduled handover and triage meetings.

Requirements

  • English language proficiency (C1 at least).
  • Minimum 1-2+ years operational experience in one or more of the following skills or environments: Web development; ASP.NET Framework, Core, MVC, and C# experience.
  • Ability to diagnose code-related issues.


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