About 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 recent years we are proud to have helped customers such as PwC, Booking.com, Microsoft, Rio Tinto and Virgin Media O2 in their offices.

Your role at Mapiq

In the current day and age, traditional support can feel very old-fashioned. As our product is maturing, we should show our Support Experience. Adhering to a conversational support model, focused on a support experience in which pro-active and self-serve support options are key, but the human support remains a crucial part. Customers should feel empowered after they have been in touch with Support and feel confident in working with Mapiq in the future.

Therefore, Mapiq is looking for an energetic colleague that can give our customers the best support experience. Our new colleague will be the main contact person for our customers and will act as a 1st and 2nd line support. Requests are diverse from simple functionality questions to diving into the code-base and cracking the cause of a bug, we’re looking for somebody that gets energy in doing both!

So, what can you expect as a Technical Support Engineer?

• Analyze and triage in coming tickets.

• Taking ownership of resolving the issues from basic questions to complex queries.

• Manage tickets on the backlog in our ticketing system.

• Work in a dynamic environment in which you’ll collaborate with peers cross-department.

• Ensuring that support meets the expectation set in our Support Policy.

• Dive into ticket trends and be involved in giving feedback to optimize the Customer Experience.

• Write technical documentation where applicable on how to troubleshoot.

• Work and contribute to a conversational support model in which pro-active and self-serve support are crucial elements next to human support.