About Us
nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 460 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.
Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!
If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.
Purpose
nShift Customer Support are looking for a Technical Coach to ensure continuous growth and learning of our Technical Support Engineers supporting the Ship products. This role is key to delivering an outstanding customer experience for customers that require our expertise and knowledge to help them resolve product issues. From identifying and addressing knowledge gaps, preparing the team for new product releases, providing point in time assistance, and driving case management best practices, the Technical Coach is a very rewarding role where you help to grow people’s skills and experience, enabling them and our customers to be more successful.
This role helps to drive high levels of service quality and case management best practices within the support organization, mentoring our Technical Support Engineers and providing quality specific assessments to our Support Managers. The Technical Coach works with the cross-functional teams to ensure that we are leveraging the best technical enablement resources across the company to enable us to deliver exceptional customer experiences.
About you
The successful candidate must be willing and able to work in a busy, dynamic environment. They must be able to work as part of a team with the goal of delivering customer excellence and success. The ideal candidate must be attention focused and hold a high degree of accountability
The area of responsibility includes:
- Responsible for the ongoing technical enablement, coaching and readiness of our support engineers within the Ship Support Services teams.
- Develop and maintain a formal skills assessment enabling us to understand our current capabilities and coverage along with feeding into development planning for ongoing learning and development of our technical support engineers.
- Ability to establish and maintain cross-functional relationships ensuring we leverage the best technical resources at nShift to enable our technical support engineers to deliver industry leading support to our customers.
- Provide on demand, point in time assistance to our technical support engineers to help them progress their support cases through teachable opportunities to improve their troubleshooting skills and experience.
- Create and deliver specific technical or case management content tailored to the needs of individuals and teams to encourage continued improvements.
- Actively reduce average case backlog age through targeted technical reviews of cases, turning the guidance into coaching opportunities, used to improve the troubleshooting skills and product knowledge of our technical support engineers.
- Perform regular case reviews assessing technical and case management quality best practice opportunities for improvement.
- Help to drive greater levels of operational rigor aimed at improving the customer experience.
- Preparing the teams for product version releases along with new product introduction ensuring they ready to provide support on them to our customers.
Requirements:
- Excellent technical knowledge of nShift Ship products, features and integration possibilities.
- Experience of coaching or mentoring individuals or teams developing them to deliver exceptional outcomes to their customers.
- Previous knowledge and experience in delivering technical customer support and/or technical enablement in an enterprise software organization.
- Excellent interpersonal and communication skills.
- Existing relevant external industry experience.
Please ensure you upload your CV in English
At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone which we believe is essential for our continued success. We're an equal-opportunity employer which means that all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.
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