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User Representative

Posted 26 Mar 2024
Work experience
0 to 1 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
Dutch (Fluent)

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Job description

ZIVVER is a fun and super-fast-moving company on a mission to become the de-facto secure communications platform across the globe. We’re looking for a User Representative who strives to make our users happy and support the development of the next big thing in secure communications.

Our User Representatives stand at the front line of communications with users having questions about our product. You are the voice of the customer and therefore able to deal with wishes, demands and even complaints.

Hot take

  • You handle stressful situations better than a navy seal.
  • Typos make you very sad.
  • You do not think in problems but in solutions.
  • You do not hold back to ask for help.

A day at HQ

It is 8.30, you grab a coffee and join the team’s daily standup. During this standup we share the lessons learned from the day before and have a look at today’s agenda. The purpose of this meeting is to make sure we are all on the same page. After standup you open your laptop and start answering incoming questions from ZIVVER users. Someone needs help with setting up an account? Check! Someone’s ZIVVER Office plugin disappeared? Check! Someone didn’t receive a verification code? Check! During the day you provide received product-feedback and flaws to Loet, our Team Lead User Representative, to make sure the translation is made between users and development. Just before lunch you play a fun game of table tennis with your colleagues that leaves you in desperate need of some salad and sandwiches to recharge for the afternoon.

After lunch you get back to your laptop and check if there are customers in need of your help. You notice that a certain question is received multiple times and you start wondering if this is the result of a software bug. You discuss this with your Lead and a meeting is held. You indeed found a bug and call the customer as quick as possible to record the bug. Afterwards you create a bug-report to communicate the bug to the development team. For the rest of the week you keep a close eye to the bug-report, and verify with the customer once the issue is solved.

You do a last check of your inbox (leave no case behind!) and end your day with a cold beer in the Hummingbar.

Responsibilities

  • Managing customer complaints and finding the best possible solutions.
  • Working together with other departments to improve customer experience.
  • Providing feedback to the Team Lead to improve the product.
  • Striving to continuously improve tools, channels & pages we use to interact with our users.

Benefits

In return for your dedication and customer-oriented approach, you will have many responsibilities to improve our product. You work in an exciting environment filled with some of the brightest and friendliest people in the industry, and more …

  • An exciting, fast-growing, energetic environment.
  • Free lunch, great food and snacks.
  • A beautiful bar in our penthouse office.
  • Next-gen pension fund.
  • Lots of team events and outings.
  • Flex holidays.
  • E1.000 personal development budget annually.

Requirements

  • You have a Bachelors or Masters degree and are interested in IT solutions.
  • You are a freshly graduated or have some work experience.
  • You have good verbal, writing and presenting skills in Dutch & English.
  • You are service-oriented and willing to work outside office hours.
  • You are full time available.

Zivver is a user-friendly solution for secure email and file transfer, straight from your familiar email programme. This enables you to prevent human errors, encrypt your data against hackers and keep control of the information sent.

IT
Amsterdam
Active in 3 countries
150 employees
70% men - 30% women
Average age is 34 years