Customer Success Specialist - German Speaker

col-wideJob Description:

Job Description

Your contribution to something big:
Monitor and troubleshoot customer inquiries, issues, and technical problems related to our products & services, and resolve the ones which do not require code changes;
Provide support to customers via various communication channels such as phone, email, Teams & JIRA;
Document and track customer interactions, including the nature of the issue, troubleshooting steps taken, and resolutions provided;
Collaborate closely with cross-functional and international teams, including developers, product owners, testers, etc to resolve complex technical issues;
Escalate unresolved issues to appropriate teams or management, ensuring timely resolution and customer satisfaction;
Support and drive development and maintenance of knowledge base articles, training material, FAQs, and other customer support resources;
Identify and drive improvements & accelerations of the overarching customer care process & setup.

Qualifications
What distinguishes you:
Operational proficiency inEnglish, German C1 ;
2 years or more of customer care experience for digital projects & products;
Strong troubleshooting skills and ability to analyze and diagnose technical issues effectively;
Excellent communication skills, both oral and written, with the ability to convey technical information to non-technical users;
Familiarity with IT systems and software applications;
Strong experience with ticketing systems, such as JIRA, ALM;
Ability to work independently and collaboratively in a fast-paced environment, with a strong sense of accountability and ownership.

Additional Information
What we offer you:
Challenges in an international environment | career opportunities in one of the best companies in the world | flexible hours | medical services | discounts for employees | sports and health related activities | canteen | good access to public transports | space for creativity.