Responsibilities
- Handle inbound customer inquiries (around 18–20 tickets) during designated evening shift hours (COT)
- Provide on-call support, responding to calls and chats as they come in
- Document cases clearly and escalate complex issues to the internal L2 Support Team when needed
- Follow internal procedures and SOPs
- Collaborate with internal teams to ensure efficient issue resolution
- Troubleshoot hardware-related issues for customers using outdoor camera equipment
- Handle sensitive customer data with care and security
- Apply the latest and greatest customer happiness practices
- Maintain deep understanding of client solutions and meet KPI
- Communicate with developers and cross-functional specialists
Requirements
- Fluency in German and English (C1 or higher), both spoken and written
- At least 6-12 months of experience in customer support
- Availability to work night shift hours (CET) on a consistent schedule
- Comfortable working under a per-ticket compensation model
- Strong analytical thinking and research skills
- Positive, proactive and responsible attitude
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
Benefits
- Fixed schedule
- The role can be combined with other activities or roles
- Opportunity to cooperate fully remotely
- Inclusive international environment
- Compensation in USD per ticket
- Rewards for referring friends
- Balance between project workload and personal time, but also – internal health policy
- Responsive leadership interested in your development and long-lasting cooperation
- Greenhouse conditions for self-development
- A culture built on trust, with no time-tracking requirements
Work Arrangement
Remote (Worldwide)
Additional Information
- Language requirements: Fluency in German and English (C1 or higher), both spoken and written
- Hours: Availability to work night shift hours (CET) on a consistent schedule
- Shifts: Availability to work night shift hours (CET) on a consistent schedule
- Equipment: Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
