Support Coordinator

Join Tiqets, a leading online ticketing platform, as a Support Coordinator. In this role, you will be responsible for monitoring tasks carried out by the First Line of Support and executing tasks within the Second Line of Support. You will work closely with colleagues in the department and our team in India, providing second-tier support and operational support work. You will also review support agents' conversations, assess support interactions, and assist in creating strategies to improve support KPIs. This is a full-time position based in Amsterdam, with a competitive salary and a range of benefits.

• Monitor tasks carried out by the First Line and execute tasks within the Second Line of Support, including escalation handling and issue resolution.
• Provide second-tier support by coordinating between the first tier and internal stakeholders to find structural solutions and address incidents.
• Review a subset of support agents’ conversations, assess support interactions based on Tiqets standards, and help first-tier agents improve their performance.
• Good organisational skills, knowledgeable in goal-setting practices
• Proven track record of analytical skills
• Fluent in English. One of the following additional languages is a plus: Dutch, German, Italian, Spanish and/or French
• Problem-solving capabilities to create meaningful input for strategies to improve support quality
• Minimum of 1 year of experience in the support space
• Competent in using Microsoft Excel/Google sheets, Word/Google Docs, and a Customer Support ticketing system such as Salesforce/Kustomer
• The opportunity is for 40 hours per week (full time)
• Important: ability to do weekend and public holidays shifts
• Experience in handling complaints via social media is a plus
• Perception of basic business metrics and how support impacts those
• Examples of data visualisation abilities and understanding of support metrics
• Great people skills and ability to communicate feedback
• You live in (or close to) Amsterdam, in the Netherlands