We are looking for an energetic, enthusiastic proactive Customer Support Specialist to provide world-class support to our clients. Our support team works closely with both our Customer Success team and our Developers team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users. 

As the position is 100% remote, you will need to have your own laptop and earbuds.

Roles & Responsibilities  

• Executing day-to-day customer support operations including responding to questions and following up on reported issues; 
• Responding to customers’ queries via phone, email and chat; 
• Follow up and make scheduled callbacks to customers where necessary;
• Follow standard processes and procedures; 
• Analyze and report product malfunctions; 
• Share feature requests with our Product team; 
• Inform customers about new features and functionalities; 
• You are able to partner cross-functionally and work with different stakeholders to resolve issues and identify patterns; 
• Some translation may be required from time to time 

Requirements 

• At least 1-2 years of experience in Customer Support (in a SaaS company ideally);
• Must be fluent German and French speaker and have an advanced level of English (C1)
• You have excellent written and verbal skills in all spoken languages and are able to explain concepts clearly and concisely; 
• You have demonstrated creative thinking and problem-solving skills;
• You have the ability to develop trusting relationships with our customers and team through ownership, integrity, and consistency; 
• Highly skilled at the organization, prioritization, and the ability to manage time and tasks effectively; 
• You are positive with a desire to exceed clients’ expectations; 
• You’re attentive to the little details and you believe people’s experience matters;
• Industry familiarity a plus; 
• Excellent Internet network.