About us

At Teamtailor & Alva Labs AB, we believe in the power of exceptional service and innovative solutions. While we don't have a specific 'About Us' statement to share right now, we can tell you that we are a company driven by a commitment to our customers and a passion for creating impactful products and services. We foster a collaborative environment where every team member plays a crucial role in our collective success and in delivering outstanding experiences.

About the role

As a Support Representative at Teamtailor & Alva Labs AB, you'll be at the forefront of our commitment to customer satisfaction, acting as a vital link between our products and the people who use them. This role is essential in ensuring our customers receive timely and effective assistance, directly impacting their experience and building lasting relationships. This is an on-site position, and the specific location will be provided by the company.

What You'll Work On

• Provide exceptional customer service through various channels, including phone, email, and chat, ensuring timely and effective responses.
• Troubleshoot and resolve customer issues, escalating complex problems to appropriate teams while maintaining ownership of the customer experience.
• Document customer interactions, technical issues, and resolutions accurately in our support database to maintain a comprehensive record of activities.
• Collaborate with cross-functional teams, such as sales, product development, and engineering, to address customer needs and improve product quality.
• Educate customers on product features, benefits, and usage through clear and concise communication, empowering them to maximise their value.
• Identify and report recurring issues, customer feedback, and potential product improvements to contribute to the continuous enhancement of our offerings.
• Meet or exceed key performance indicators (KPIs) related to customer satisfaction, response time, and resolution efficiency, ensuring high-quality support.

What We're Looking For

• Experience: You have prior experience in a customer service or support role, preferably within a technology or service-oriented industry, with a proven track record of resolving customer issues and providing excellent service. Familiarity with CRM and support ticketing systems is a plus.
• Knowledge: You possess a strong understanding of customer service principles, practices, and techniques, along with a familiarity with relevant software and hardware.
• Communication: You excel in both written and verbal communication, able to convey technical information clearly and concisely.
• Problem-Solving: You have strong problem-solving skills, capable of analysing issues, identifying root causes, and implementing effective solutions.
• Empathy & Patience: You approach customer interactions with an empathetic and patient demeanour, driven by a genuine desire to help and exceed expectations.
• Teamwork & Organisation: You can work both independently and as part of a team, collaborating effectively with colleagues. You also demonstrate strong organisational skills, managing multiple tasks and prioritising effectively in a fast-paced environment.

Our Hiring Process

We believe in a transparent and engaging hiring process to help us get to know you, and for you to learn more about us. Here’s what you can expect:

• Initial Application Review: We'll carefully review your application to understand your background and experience.
• Psychometric Assessments: You'll be invited to complete a Logic Test and a Personality Test to help us understand your cognitive abilities and working style.
• Talent Acquisition Interview: You'll have an interview with our Talent Acquisition team, where we'll discuss your collaboration skills, communication style, time management, and active listening abilities.
• Hiring Manager Interview: This interview will delve deeper into your technical support experience, your approach to product improvement, how you educate customers, and your problem-solving skills.
• Work Sample and Interview: You'll complete a work sample to demonstrate your customer service and documentation skills, followed by an interview to discuss your approach and insights.

We look forward to receiving your application and potentially welcoming you to our team!