Required Support Specialists II - German
Join our Customer Support team as a Support Specialist II, where you will play a crucial role in our expanding language support initiative. The ideal candidate possesses native proficiency in German, along with fluency in English, will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions.
This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to our Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.
The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart German business hours from Monday through Friday.
What your day will look like:
Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned.
Requirements: Minimum of 2+ years in a support/customer service role/experience and a passion for achieving the highest level of customer satisfaction
Proficient with video or live streaming technology and other technical concepts and processes
Excellent written and spoken communication skills in German as well as English.
A knack for investigating unexpected technical issues and determining the cause(s)
Ability to support our global customer base in a 24/7/365 environment
A quick learner who thrives in a fast-paced, high-energy environment.
Experience in a omni-channel support organization, providing support via tickets, phone and chat
Proactive mindset in approaching day to day work
Experience with Zendesk or other ticketing systems is a plus.
This position is open to all candidates.
