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Customer Success Specialist
2 meses atrás
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 in English, 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.
