About Mapiq

We have the vision to lead the transition to meaningful workplaces! With our workplace experience platform global workplace leaders are full in control of their workplace.

In the hybrid era, the office must prove its purpose. Mapiq empowers workplace leaders to embrace this challenge⁠—equipping them with intuitive tools to implement their workplace strategy and make their spaces responsive to employees’ evolving needs.

Your role at Mapiq

Mapiq is a workplace experience platform that supports the workplace leader to create a meaningful workplace. This is achieved through real-time data and IoT technology, allowing our customers to make data driven decisions on their real-estate. In the recent years we are proud to have helped customers such as PwC, Booking, Microsoft, Rio Tinto and Virgin Media O2 in their offices. In the current day and age, traditional support can feel very old-fashioned. As our product is maturing, so should our Support Experience. Adhering to a conversational support model, in which pro-active and self-serve support options are key, we are looking at new ways to approach Support. This means a close collaboration between different teams to ensure every experience the customer has with Mapiq, is a great one. To realize this, we need an energetic colleague that can give our customers the best support experience!

From managing incoming tickets and balancing this with writing documentation and exploring new ways to improve our support experience, from a proactive and self-serving point of view! Although you have the support of your colleagues, who have a combined responsibility of implementation and support, you will be the one in our team who has the focus on the support experience. Therefore, we need someone who likes to work independently and is able to come up with ideas to make sure we can offer support in a sufficient way as we scale the number of customers.

So, what else can you expect as a Support Engineer:

• Helping and resolving all customer service activities reported through existing channels.

• Analyze, perform triage on tickets and prioritizing them.

• Ensuring the Support department meets the expectation set in our Support Policy.

• Chasing after open and pending tickets internal and external.

• Transferring tickets to the responsible departments in a clear and proper fashion.

• Challenging the status quo by outlining ticket trends, giving product feedback and keeping our product free from bugs.

• Own our Help Center articles and keeping the documentation up-to-date with new feature releases and changes in the product.

• Optimize the current support flow and explore new channels and methods to optimize the customer experience, in-line with our conversational support model (e.g. proactive support, self-serve and human support).

• Touching base with colleagues on gathering feedback and understanding better ways to improve the overall experience.