About the Role
The role involves delivering high-quality customer service to users by addressing inquiries and resolving issues efficiently in both German and English.
Responsibilities
- Respond promptly to customer inquiries via email and chat
- Troubleshoot and resolve user issues with accuracy
- Maintain up-to-date knowledge of product features and updates
- Escalate technical problems to the appropriate teams
- Document customer interactions and outcomes
- Follow established support procedures and workflows
- Communicate clearly and professionally in both spoken and written forms
- Assist customers during onboarding and setup processes
- Provide feedback to improve support resources
- Monitor customer satisfaction and follow up when needed
- Handle account-related requests securely
- Work collaboratively with internal departments
- Adhere to service level agreements
- Maintain data privacy and confidentiality
- Support customers across different time zones
- Use CRM tools to manage tickets efficiently
- Report recurring issues to product teams
- Participate in team training sessions
- Stay compliant with company policies
- Contribute to knowledge base improvements
- Manage high volumes of support requests
- Adapt to changing priorities in a fast-paced environment
- Deliver empathetic and solution-focused service
- Track performance metrics and goals
- Assist in localizing support materials when required
Compensation
Competitive salary based on experience, paid monthly
Work Arrangement
Remote, full-time with flexible scheduling
Team
Part of a distributed support team serving international clients
Languages
- Native or near-native proficiency in German required
- Fluent English communication skills essential
Technology Requirements
- Computer with minimum 8GB RAM and modern operating system
- Stable broadband internet connection (minimum 10 Mbps)
- Headset with microphone for voice communication
- Up-to-date web browser and software
Not applicable, position based in Latvia
