Technical Support Engineer
German Speaking, Remote
Posted on 3/2/2023

501-1,000 employees

Learning and upskilling platform
Company Overview
Degreed empowers growth and innovation through lifelong learning. As a changemaker on a global scale, they help identify skills and build the skills to drive individual growth and business results.
Remote • United Kingdom
Experience Level
Desired Skills
Customer Service
Customer Success & Support
  • 1-3 years of experience in technical customer service/technical support or help desk support
  • Professional fluency in English and German including speaking, listening, reading, and writing skills
  • Proven ability to learn new software quickly for the purpose of supporting end users
  • Effective use of listening skills to develop an understanding of client inquiries and problems
  • Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience. You inspire confidence while leading clients through steps to resolve issues and defuse situations where clients may be frustrated
  • Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems
  • Able to work independently, within a team, and cross-functionally to best support the client and/or improve the product
  • Experience with web troubleshooting (i.e., capturing network traces, extracting a .HAR file)
  • Experience with SaaS applications and platforms
  • Basic knowledge of API interfaces, SSO, and FTP troubleshooting
  • Experience with ticket management systems and call tracking applications
  • You are passionate about continual learning and sharing knowledge
  • Provide Tier I and Tier II technical support to Degreed clients as necessary via phone, email, and/or chat platforms
  • Work with end-users to diagnose and resolve routine technical software issues quickly and efficiently
  • Track and document all technical issues and the steps taken to resolve the issue
  • Escalate cases to upper-tier engineers or other CX resources when appropriate
  • Support client questions and issues by gathering data about the problem they are experiencing, analyzing their needs, then research possible resolutions before implementing the best solution to meet the specific situation
  • Stay current with product updates, system changes, and customer support team procedures and best practices
  • The ability to work rotating weekend shifts as needed
  • This description reflects management's assignment of essential functions; it does not prescribe or restrict other tasks as assigned and is subject to change at any time