Support and Communication Specialist

За компанијата: IBORN.NET is part of the new wave software development companies that speak and understand the language of startups and young but fast-moving tech companies, but, we also power mid-sized and large enterprises,... повеќе за компанијата »
  • Објавен пред 3 дена
  • iborn.net
  • Активен до 07.02.2025
  • Позиција: Телефонски оператор/Поддршка
  • Локација: Скопје
  • Веб: iborn.net
  • Facebook: линк
  • Instagram: iborn_net
  • Linkedin: companyiborn-net

About the job

Every thriving platform needs exceptional customer support. Our client, a Berlin-based music tech company, is expanding globally, and they need someone to be the heart and soul of their customer support.

This role goes beyond answering tickets, it’s about making a real difference for customers by providing solutions and creating support processes from scratch to ensure their users feel supported every step of the way.

Responsibilities and obligations

  • Create and implement an effective process to streamline customer requests
  • Troubleshoot and resolve routine issues, guiding customers through solutions and offering technical guidance. Escalate complex cases to the technical team when necessary.
  • Develop clear, helpful guides, support documentation for common issues and solutions and knowledge base articles to make customers’ lives easier.
  • Provide feedback on recurring issues to help improve product quality and customer satisfaction.
  • Identify opportunities to improve workflows and enhance customer experience.
  • Ensure communication is effective in both English and German, adapting language for technical and non-technical stakeholders.
  • Deliver demo presentations, ensuring new customers feel right at home.

Experience and skills

We value passion and attitude over experience,  but here’s what will help you shine:

  • Basic understanding of software and troubleshooting methodologies.
  • Excellent communication skills, showing initiative and proactiveness.
  • A customer-first approach, owning cases until solutions are implemented.
  • Strong problem-solving skills and ability to explain technical concepts to non-technical users.
  • Any previous experience with customer support or technical support is a plus
  • Fluent in English and solid communication skills in German to connect with diverse users

Ready to take the stage? Apply here!

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