Remote Web Support Technician

Summary

The job is for a Web Support Technician at Matomo, a leading open source web analytics solution provider. The role involves customer support, technical troubleshooting, process documentation, and continuous learning. The position is a remote work opportunity in France, Germany, Portugal, Spain, Romania, or Poland.

Requirements

• At least 5 years of work experience in Web Services Support and at least 1 year experience in IT Support would be ideal
• At least 1 year of work experience using web skills like JavaScript, JQuery, HTML, CSS, AJAX
• At least 2 years of work experience using Linux and web servers
• 1 year hands on experience with web development
• Relevant work experience with databases and SQL queries
• Excellent technical troubleshooting skills
• Experience working or using web analytics (eg. Matomo or Google Analytics)
• Must be fluent in English. and German. or French

Responsibilities

• Passion for Customers. – deliver happiness to every customer you interact with by answering their questions mostly via email
• Helping Customers. – Provide guidance to customers through implementation, onboarding, business reviews, renewal and anything that comes in-between
• Voice of Customer. - in collaboration with other teams, contribute to the success of VOC by capturing data for analysis and utilise customers' feedback and insights into customer preferences, expectations and dislikes to better understand customers' needs
• Technical Capability. – debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed
• Process and Help Guide Documentation. – document and contribute to improving our internal processes and systems and customer interactions. Help improve our user & customer facing documentation and guides
• Matomo Continuous Learning. – Become more knowledgeable about our web & mobile analytics products than anyone else
• Ongoing Growth Capability. – Become an expert in the larger web analytics space. Develop your skills in cutting-edge web technologies (JavaScript, jQuery, CSS, HTML, mobile development, etc.), used on our customers’ websites and apps
• Flexibility. – Available to lead occasional customer calls during the evening hours of New Zealand (for customers in Europe)
• Ensure that Matomo and InnoCraft are delivering business value

Benefits

• A rewarding salary
• Remote work
• Flexible hours
• 25 days of paid holidays per year plus your national public holidays
• Co-working space paid for
• All home office equipment paid for (laptop, desk, chair, standing desk, lights, etc.)
• Immediate impact
• Onboarding training plan for the new staff member