German Speaking Support Consultant

SUMMARY:
Exciting Opportunity for a German-Speaking Support consultant / agent with an Award-Winning Customer Insights Company!
Are you fluent in German, and eager to work with an international team? Join a globally acclaimed company in customer insights, where you’ll be at the forefront of delivering stellar support to valued clients internationally!
 
There are two roles available, one in Technical Support and one in Customer Success.

POSITION INFO:
As a Technical Support Agent, you’ll be the trusted expert customers turn to for resolving technical issues on an advanced platform. Your role will be essential in ensuring smooth operations, diagnosing and troubleshooting technical challenges, and guiding users through effective solutions. You’ll collaborate with both technical and product teams, keeping customers in the loop and identifying opportunities to elevate their experience.

What You'll Do:

• Serve as the main contact for customers experiencing technical difficulties, delivering top-notch support and ensuring high satisfaction levels.
• Diagnose, troubleshoot, and resolve technical issues with skill and efficiency.
• Escalate complex cases as needed and work closely with internal teams for timely solutions.
• Support customer integrations, utilizing APIs, plugins, and SQL knowledge (an advantage!).
• Identify customer needs proactively to drive an exceptional user experience.

• Fluency in German and a strong technical aptitude, with experience in software or technical support ideally.
• Excellent problem-solving abilities and communication skills.
• Patience, empathy, and a customer-focused mindset.
• Ability to work independently, manage time effectively, and stay organised.
• Familiarity with support ticketing systems and documentation practices.

• Payment Monitoring - Conduct proactive courtesy calls before and after first three monthly payments, ensure smooth payment collection &Resolve potential payment issues early
• Customer Engagement - Maintain regular communication with clients, Build and strengthen customer relationships
• Retention Focus - Identify and reach out to customers at risk of cancelling, Listen to customer concerns and develop personalized retention strategies, offer tailored solutions, discounts, or promotions to prevent churn
• Problem Resolution - quickly address and resolve customer issues, escalate complex problems to appropriate departments, follow up to ensure complete resolution, provide management with insights on recurring issues
• Documentation and Reporting - Keep detailed records of all customer interactions, Prepare regular retention activity reports, Analyse customer feedback and retention data, Identify areas for service improvement

• Fluency in German and a strong technical aptitude, with experience in software or technical support ideally.
• Excellent problem-solving abilities and communication skills.
• Patience, empathy, and a customer-focused mindset.
• Ability to work independently, manage time effectively, and stay organised.
• Familiarity with support ticketing systems and documentation practices.
• Customer relationship management