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Associate Product Support Specialist- EMEA

2 weeks ago

Prague, Hlavní město Praha, Czech Republic Bloomreach Full time €40,000 - €60,000 per year

We're currently expanding our Bloomreach Engagement Support Team, and we're looking for 2 new colleagues to join as an Associate Product Support Specialist - 1 person working during US business hours and another person working during standard EMEA business hours. We offer remote work from Czechia or Slovakia, with optional office space in Bratislava, Brno, or Prague. Are you up for the challenge?

Tasks and responsibilities:
  • Provide consulting to Bloomreach Engagement users through live chat or other channels if needed, covering topics such as:
    • Product and technical questions about the Bloomreach Engagement platform and related technologies (Shopify, Google BQ, push notifications)
    • Questions about different marketing related topics (e.g. emailing)
    • Helping our clients understand how to create reports, segmentations, campaigns or analyses in their respective projects
  • Diagnose requests, walk customers through the problem-solving process and/or refer the most specialized cases to experts
  • As an expert, provide help to other consultants with advanced use-cases
  • US business hours: Work on rotations day/night. Day shift: 9AM-5PM. Night shift: 5PM-1AM
  • EMEA business hours: Day shift: 9AM-5PM.
What we expect of the candidate:
  • Basic understanding of HTML, CSS, JS
  • Problem solving skills (from identification to resolution)
  • Analytical thinking and ability to learn quickly
  • English language (advanced or native level)
  • Interest in data analytics and online marketing
  • Know how to communicate and build relationships over time with clients
  • Previous work experience in a client facing role, support or in marketing

What we'll consider an asset:

  • Understanding of the link between frontend and backend, network requests
  • Basic understanding of programming (algorithms, conditions, cycles)
  • More than 1 year of experience in SaaS company
Added value of the role:
  • Become an expert on the Bloomreach Engagement platform and help provide solutions for both clients and colleagues
  • Provide immediate problem-solving to industry professionals
  • Help build relationships with clients like Ebuyer, Sofology, River Island and help shape their attitude towards Bloomreach.
What you might like about this role:
  • Identifying and resolving more advanced and non-standard tasks in the Bloomreach Engagement app
  • Getting to the root of problems
  • Cooperating with the Product team in order to improve our platform, with a possible career path leading to Product Manager
  • Working closely together with business consultants, technical consultants and Bloomreach Academy trainers by providing them with knowledge about the Bloomreach Platform

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