Web Support Technician

Summary

Join InnoCraft as a Web Support Technician and contribute to the success of Matomo, a leading open-source web analytics solution. You will provide exceptional customer support, primarily via email, guiding customers through implementation and addressing technical issues. Collaborate with various teams, document processes, and contribute to product development based on customer feedback. This fully remote position offers flexible hours and a comprehensive benefits package, including paid time off, health insurance, and professional development opportunities. The ideal candidate possesses strong technical skills, excellent communication abilities, and a passion for customer satisfaction. Based in France, Germany, Spain, Portugal, Poland, or Romania, you will be part of a global, innovative team.

Requirements

• Be fluent in English and French
• Have at least 5 years of work experience in Web Services Support and at least 1 year experience in IT Support
• Have at least 1 year of work experience using web skills like JavaScript, Jquery, HTML, CSS, AJAX
• Have at least 2 years of work experience using Linux and web servers
• Have relevant work experience with databases and SQL queries
• Possess excellent technical troubleshooting skills
• Have experience working or using web analytics (eg. Matomo or Google Analytics)

Responsibilities

• Deliver happiness to every customer by answering their questions mostly via email
• Provide guidance to customers through implementation, onboarding, business reviews, renewal and anything that comes in-between
• 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
• Proactively create and comment on Jira tickets and relevant GitHub issues daily to amplify customer voices and drive Matomo's product strategy development
• Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed
• Document and contribute to improving our internal processes and systems and customer interactions
• Help improve our user & customer facing documentation and guides
• Become more knowledgeable about our web & mobile analytics products than anyone else
• 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
• Be 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

Preferred Qualifications

• Have a passion for customers
• Possess excellent communication skills both written and verbal
• Have an analytical mind, a “sense of urgency” and critical thinking skills
• Be highly self-motivated
• Be highly result driven
• Be highly self directed
• Have the ability to manage multiple priorities, commitments and projects
• Be a great team player

Benefits

• Remote work (save many hours on commute, and save money)
• Co-working space paid for and/or work from home
• All home office equipment paid for (laptop, desk, chair, standing desk, lights, etc.)
• Flexible hours
• 25 days of paid holidays per year plus your national public holidays
• Sick leave
• Health Insurance: Your Well-being, Our Priority
• A huge “playground” to grow your skill set
• Volunteering Day: Empower Your Impact
• Bereavement Leave for Pets: Compassion Beyond Boundaries
• Training Opportunities
• Mental Health Support Services