Customer Support Specialist

Do you want to join a motivated and caring support team? That always wants to exceed in the high-quality customer service we provide to our customers and in the way we evolve and thrive in our roles. As a Customer Support Specialist you develop a culture of Customer Excellence through timely and thorough handling of customer problems and issues, while answering product and service questions. We build relationships and trust by assisting, guiding and supporting our clients in our platforms and in the different functions. The CSS works with our customers on all levels, to remove blockers and to adapt our software to ensure that they can achieve their business goals.

Key Responsibilities and Expectations:

• Answers customer support requests via telephone, email or chat promptly to enhance the customer experience. 
• Patiently and attentively listens to customer’s queries and manages the resolution or connects them with the appropriate teams to address their needs
• Quickly learns the functions of the support tools and systems to log in and resolve customer’s requests. 
• Resolves platform or service problems by clarifying the customers complaint, determining the root cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment. 
• Works with Customer Experience management to maintain best practices for efficient help and communication with customers. 
• Address customer questions about new products or services. 
• Collaborates with Customer Success Managers, Onboarding & Implementation Consultants and other customer facing personnel to ensure service excellence 
• Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn.
• Cross functional collaboration with internal and external partners and stakeholders, e.g the sales department, finance, other CX departments etc
• Performs other duties as required.

What are we looking for:

• Excellent German and English language skills, written and verbal.
• Highly customer focused; shows a real passion for the customer experience and customer support industry
• Driven, self-starter, enthusiastic and with an “ownership” mentality  
• Adaptable and ability to thrive in a fast-paced, ever-evolving environment 
• Able to handle stressed and pressured situations
• Proven experience in a customer-interacting role
• Ability to collaborate with internal and external partners whilst co-ordinating key customer deliverables, ensuring world class customer experience
• Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally and written
• Enthusiast; strong work ethic with a positive mindset, and can-do attitude
• Influencing and negotiation skills 
• Team player that appreciates working together for a common goal
• Experience with JIRA/JSM/Chat casehandling system is beneficial
• Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required  
• Undergraduate degree is preferred 

What we offer:

• Holiday - 25 days holiday and 4 Wellness day per year + bank holidays, ability to carry 5 days over each yearto encourage a healthy work-life balance!
• Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee’s expense); Group life assurance - employer paid
• Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution
• Cycle to work; Employee discounts platform - through Reward Gateway
• Dental insurance - preference premiums at employee’s cost + option to add family members
• Employee assistance plan (EAP) & Full Calm subscription
• Maternity/parental leave policy & Sabbatical leave polic

• • Option to work fully remotely within England.