About the Role

This position has primary responsibilities for providing hands-on technical troubleshooting, managing warranties and replacements, and best practice guidance for our Partner, a global education technologies company. The Technical Support Specialist's work environment is focused on providing support to end-users, business partners, sales representatives and service providers in a fast-paced environment. 

A successful German Technical Support Specialist operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, team needs, and delivers the highest level of client satisfaction. 

What You Bring:

• C2 English and German
• 1+ year of technical support experience: Preferably supporting customers via phone and chat. 
• Experience installing and uninstalling apps from phones and computers
• Excellent working knowledge of computer configurations and operating systems with the ability to be responsible for resolving technical issues
• Excellent time management, procedural documentation skills, organizational skills, communication skills and customer care skills
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment – must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Ability to properly understand and convey tone via spoken and written communications
• Creative problem-solving skills 
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision
• Must be willing to commute to our office in Bucharest 1 day a week

You'll be...

• Resolving and troubleshooting with customers to resolve their queries quickly
• Maintaining detailed documentation of all interactions in Salesforce.
• Achieving set targets in agreed KPIs
• Deciding how best to resolve a customer query and deciding which queries need to be escalated
• Developing allocated projects to raise efficiency within the department and overall customer satisfaction
• Handling substantial numbers of customer calls/emails in a timely manner and to customer satisfaction
• Escalating any system issues to your TLs for further investigation and resolution
• Educating customers and users on how to use the partner’s products and services
• Identifying trending issues and reporting them to leadership
• Handling email and chat support simultaneously 
• Supporting the team by executing on initiatives and collaborating on projects
• Taking initiative and identifying areas of opportunity that you can contribute to help the team as it grows
• Acquiring valuable customer insights and sharing them with the rest of the team to improve the education and experience to create customers for life