Customer Support Specialist

Overview

Do you want to join a motivated and caring support team that strives to provide high-quality customer service and continuously evolve in our roles? As a Customer Support Specialist, you develop a culture of Customer Excellence through timely and thorough handling of customer problems and issues, while answering product and service questions. We build relationships and trust by assisting, guiding and supporting our clients in our platforms and in the different functions. The CSS works with our customers on all levels to remove blockers and adapt our software to help them achieve their business goals.

Responsibilities

• Answers customer support requests via telephone, email or chat promptly to enhance the customer experience.
• Patiently and attentively listens to customers’ queries and manages the resolution or connects them with the appropriate teams to address their needs.
• Quickly learns the functions of the support tools and systems to log in and resolve customer requests.
• Resolves platform or service problems by clarifying the customer’s complaint, determining the root cause, selecting and explaining the best solution to solve the problem, expediting correction or adjustment.
• Works with Customer Experience management to maintain best practices for efficient help and communication with customers.
• Addresses customer questions about new products or services.
• Collaborates with Customer Success Managers, Onboarding & Implementation Consultants and other customer-facing personnel to ensure service excellence.
• Contributes to bottom line by increasing customer satisfaction and reducing customer churn.
• Collaborates with internal and external partners and stakeholders (e.g., sales, finance, other CX departments) to ensure world-class customer experience.
• Performs other duties as required.
• Excellent German and English language skills, written and verbal.
• Highly customer-focused with a real passion for the customer experience and customer support industry.
• Driven, self-starter, enthusiastic and with an "ownership" mentality.
• Adaptable and able to thrive in a fast-paced, ever-evolving environment.
• Able to handle stressed and pressured situations.
• Proven experience in a customer-interacting role.
• Ability to collaborate with internal and external partners while coordinating key customer deliverables to ensure a world-class customer experience.
• Advanced listening and verbal communication skills to understand customer needs and respond clearly and concisely, both verbally and in writing.
• Enthusiastic with a strong work ethic and a can-do attitude.
• Influencing and negotiation skills.
• Team player who works well with others to achieve common goals.
• Experience with JIRA / JSM / Chat case-handling systems is beneficial.
• Working knowledge of MS Office Suite (Word, Excel, PowerPoint) is required.
• Undergraduate degree is preferred.

What we offer

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