Web Support Technician

Job description

The Web Support Technician contributes to the team’s mission of making customers successful and enabling them to realize business value, so they remain customers for life. We have high expectations around giving our customers quick, accurate, and awesome support so they can focus on doing what they do best. In addition to answering customer questions about our website analytics solutions, support tasks include leading projects to drive efficiency, documenting knowledge so customers can self-solve questions, and develop tools that allow our client to be more satisfied with Matomo and InnoCraft. You will closely work with the Support team and collaborate with the Developers team.

Key Responsibilities
- **Helping Customers** - Provide guidance to customers through implementation, onboarding, business reviews, renewal and anything that comes in-between.
- **Technical Capability** - debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed.
- **Process and Help Guide Documentation** - document and contribute to improving our internal processes and systems and customer interactions. Help improve our user & customer facing documentation and guides.
- **Matomo Continuous Learning** - Become more knowledgeable about our web & mobile analytics products than anyone else.
- **Ongoing Growth Capability** - Become an expert in the larger web analytics space. Develop your skills in cutting-edge web technologies (JavaScript, jQuery, CSS, HTML, mobile development, etc.), used on our customers’ websites and apps.
- **Flexibility** - Available to lead occasional customer calls during the evening hours of New Zealand (for customers in Europe).
- Ensure that Matomo and InnoCraft are delivering business value.

Minimum qualifications
- At least 5 years of work experience in Web Services Support and at least 1 year experience in IT Support would be ideal.
- At least 1 year of work experience using web skills like JavaScript, Jquery, HTML, CSS, AJAX
- At least 2 years of work experience using Linux and web servers
- Relevant work experience with databases and SQL queries
- Excellent technical troubleshooting skills
- Experience working or using web analytics (eg. Matomo or Google Analytics)

Personal attributes
- Passion for customers
- Excellent communication skills both written and verbal
- You must have an analytical mind, a “sense of urgency” and critical thinking skills
- Highly self-motivated
- Highly result driven
- Highly self directed
- Ability to manage multiple priorities, commitments and projects
- Great team player

Location
- 100% Remote work position

**Benefits**:

- A rewarding salary
- Remote work
- Flexible hours
- 25 days of paid holidays per year plus your national public holidays
- Co-working space paid for
- All home office equipment paid for (laptop, desk, chair, standing desk, lights, etc.)
- Immediate impact
- Onboarding training plan for the new staff member

How do we interact working remotely?

Remote working works really well here in Matomo. We use Slack as our main communication channel. We also have a 15 minute team daily huddle, a team meeting once a week, and a once a month company wide “All-Hands” meeting. Also, a regular one on one catch up with the Team Leader at least once a week. And we document all internal processes and knowledge articles using Confluence.

About InnoCraft and Matomo Analytics

Our community is worldwide with a strong core in Europe, and our company’s remote team members are mostly based in New Zealand but also in Germany, Austria, USA, France and India.

We hire based on your ability to get the job done. At the same time we are proactive in making InnoCraft an inclusive work environment across race, gender, age, religion and identity. We celebrate the things that make you, you

Come join our growing team that’s helping ensure a safer, more privacy-focused web/internet

LI-Remote