About the Role
This position involves delivering high-quality customer support to users primarily in German and English, troubleshooting service-related problems, and ensuring a positive customer experience in a fast-paced environment.
Responsibilities
- Respond promptly to customer inquiries in both German and English
- Handle support tickets via email, chat, and phone
- Diagnose and resolve technical issues reported by users
- Escalate complex problems to appropriate internal teams
- Maintain accurate records of customer interactions
- Follow established procedures for issue resolution
- Provide clear and concise communication in writing and verbally
- Adapt tone and language to suit individual customer needs
- Monitor ongoing support cases to ensure timely follow-up
- Collaborate with team members to share knowledge and best practices
- Identify recurring issues and suggest improvements
- Contribute to documentation for internal and external use
- Stay updated on product features and changes
- Ensure compliance with data protection regulations
- Maintain professionalism during high-pressure situations
Compensation
Competitive salary based on experience
Work Arrangement
Remote
Team
Collaborative, distributed team with global presence
Languages
Native or near-native proficiency in German and English required
Technology Stack
- Experience with Zendesk, Salesforce, or similar platforms is a plus
- Familiarity with remote collaboration tools such as Slack and Zoom
Not applicable; position is remote and open to international candidates
