Join the nShift Customer Support Team: Solve Challenges, Drive Customer Satisfaction
The nShift customer support team is dedicated to providing top-notch assistance for our suite of delivery management software (SaaS) products to many of the world’s leading e-commerce, retail, manufacturing, and 3PL shippers across Europe.
The team is divided between multiple locations, Bucharest, Oslo, Gothenburg, Stockholm, Aarhus, Silkeborg, Tilburg and Helsinki. They speak multiple languages and are well-versed in resolving technical issues, providing detailed product guidance, and ensuring that our clients can make the most of our comprehensive solutions.
By offering personalised support and swift problem resolution, we help our clients maintain seamless operations and deliver exceptional service to their customers.
Why join Us?
At nShift, we understand the importance of a healthy work-life balance. Our Customer Support department offers a flexible hybrid working schedule, allowing you to work from the comfort of your home while also enjoying the collaborative benefits of our modern office spaces.
We foster a collaborative and empowering environment where everyone's ideas are valued, and teamwork is at the core of what we do. You will be joining a team that not only supports our customers but also supports each other.
I love challenges, and at nShift, I've found a place where I encounter them daily. As someone who thrives in pushing boundaries and seeking solutions, I have managed to grow within the company, joining the Enterprise Desk team, and I now have the opportunity to work even closer with our customers, gaining valuable insights into their needs and preferences.
In my role as L2 Technical Support Engineer, I truly enjoy every moment. Engaging with our customers and resolving their technical issues provides me with profound satisfaction. The atmosphere at the company is fantastic, with a supportive team and a culture that fosters collaboration and innovation. It's a place where I feel inspired to grow and contribute to our collective success
The first thing that I learned at nShift was to #KeepItSimple! I’ve developed strong communication and collaboration skills that enable me to work effectively with colleagues and customers. I learned how to be a reliable team player who is always willing to lend a hand to ensure that projects are completed on time. My experience here so far has been challenging, but it was all worth it!
Customer Support teams
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First Line
The 1st Line team is the initial point of contact for customers. They handle basic troubleshooting, common issues, and ensure the majority of customer inquiries are resolved quickly and efficiently. When issues cannot be solved at this level, they escalate them to the 2nd Line team.
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Enterprise Desk
The Enterprise Desk team focuses on large clients, each of whom has a dedicated primary and secondary agent. This team deals with more advanced tasks, they work to solve problems independently, escalating to 2nd Line only after exhausting all possible solutions on their end.
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Second Line
The 2nd Line team deals with more complex technical issues that 1st Line or Enterprise Desk cannot resolve. They handle advanced troubleshooting and configuration tickets, providing expert support on a wider range of technical challenges.
Interview process
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TA screening call
In this initial call, we will have a brief discussion to assess your overall fit for the role. We’ll cover your background, experience, and interest in the position, as well as provide more details about the company and role expectations.
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First stage interview
This interview will dive deeper into your experience in customer support in a conversation with the direct Manager of the role. We’ll ask behavioural questions to understand how you handle customer interactions, problem-solving, and conflict resolution. You may also be given situational scenarios to demonstrate your approach to typical support issues.
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Final stage interview
In the final stage, you’ll meet with a senior manager or the director of customer support. We will focus on team dynamics, company culture, and specific performance expectations for the role. You may also discuss how success is measured and the tools and resources available to help you in the position.
For some roles a technical test & interview may be scheduled.
