Position: Customer Support Representative (German)
Company: Helpware
Category: Support
Experience required: 1y
English level: upper
Published: 2021-04-01T00:00:00+03:00

The **Customer Support Specialist** will serve as the first point of contact to customers and must be focused on providing an excellent customer experience at all times.
 
**Primary Responsibilities:**
 
- Manage incoming call and email volume
- Troubleshooting and managing platform questions and issues using internal guides
 - Provide help regarding the company application and  services
 - Stay up-to-date with updates, changes within the company
 - Research questions on available resources (FAQ manual)
 - Escalate difficult problems as instructed
 - Courteous with Customers
 - Interact with customers to answer their questions through various different channels
 - Follow Company policies and use independent judgment to determine resolution/escalation.
 - Maintain a high level of professionalism, punctuality, and accountability.
 - Contribute to a team-oriented environment, assisting others as needed.
 - Other duties as assigned, essential or otherwise.
 
 **Qualifications:**

  - Fluent in both written and spoken German/English.
- Computer skills are mandatory, experience with CRM preferred
 - Highly motivated, self-starter while also being a team player.
 - Highly organized, displays time management skills including the ability to organize and prioritize
 - Ability to research and grasp technical information across multiple tools while talking with customers
 - Ability to retain and relay industry-specific knowledge.
 - Ability to handle a high volume of incoming calls.
 - Ability to control emotions during potentially high-stress situations.
 - Ability to take feedback and constructive criticism.
 - Ability to build relationships with customers.
 - Customer focus and technical excellence, with a passion for solving critical customer issues in an effective and efficient manner. 
 - Real passion for customer service and ownership of the customer experience including comprehensive issue resolution
 - Minimum of 3 years technical support; preferably supporting Enterprise customers and tech products
 - Able to self-manage and work independently in a fast-paced, constantly changing environment
 - Teamwork mentality with an aptitude for sharing expertise and appreciating feedback
 - Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn while accepting new challenges
 - Courteous, confident, and outgoing personality with exceptional customer service skills
 - Some experience with food service, culinary a plus
 - Experience with Zendesk and the Sunshine API a plus
 
**Bonus points if you have any of the following characteristics:**
 
- Customer service experience
 - Phone sales experience

**We Offer:**

- Downtown Kyiv location in a modern office (10-minute walk from Kontraktova);
- Office work/Full time remote
- Competitive compensation linked to UAH/USD rate;
- Medical and Life insurance after the trial period;
- English classes with a native speaker;
- Schedule from Monday to Friday 10:00 AM - 7:00 PM (Kyiv Time)
- Corporate training and parties.