Customer Support Specialist – German Market
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Job Description
Customer Support Specialist supporting German-speaking users of Metricool’s social media management platform. Resolving inquiries, recommending plans, managing incidents, and improving support resources.
Responsibilities:
- Provide an excellent chat experience to users
- Accompany clients and resolve platform-related doubts and questions
- Introduce users to the platform’s benefits for their daily work
- Explain available plans and recommend the best option for each scenario
- Collect customer feedback to improve services and proactively suggest platform improvements and changes
- Provide internal support and assistance by managing incident reports and requests from other departments
- Collaborate with colleagues to create and update support resources for enterprise tools for internal and customer use
- Build strong internal relationships with the team and align customer inquiries
- Work closely with the team to understand objectives and unblock situations
- Collaborate with other areas to brainstorm and develop materials
Requirements:
- Based in Spain
- Previous experience in Customer Support or a similar customer service position
- Degree in Digital Marketing or a similar field (ideally)
- Availability to work from 10:00 am to 19:00 pm with a one-hour break
- Fluent/Advanced German
- Fluent/Advanced English
- Fluent/Advanced Spanish is a plus
- Digital marketing knowledge (nice to have)
- Basic programming knowledge (nice to have)
- User-focused approach through active listening, empathy, and patience
- Effective communication skills
- High level of self-management and incident resolution
- Strong organization, time management, and multitasking abilities
- Ability to collaborate across different departments
Benefits:
- 100% remote work with flexibility to work from any location of choice
- Necessary equipment provided for workspace
- Annual team meetups
- Competitive salary package
- Professional development plan with guidance and support
- Language lessons
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