The purpose of the support specialist is to provide our users in the German market with professional and personal support at scale. It is our goal to ensure high quality while maintaining a fast response time for thousands of users. We do this by offering help via phone, chat, email, and video calls as well as through our comprehensive helpdesk. Support is our most important effort to ensure happy customers, and we want to maintain a high level of satisfaction with our efforts.
You will be working in a small team that takes care of our rapidly growing number of users across several languages. To be successful, we expect you to be great at identifying underlying issues and interested in learning how to do this at scale. Your job includes improving our helpdesk and tutorials, educating our users in our self-service solutions (e.g. helpdesk and webinars), being intentional about getting our users to join our training resources, and structuring and passing on information to our product and sales teams.
* Helping our users solve their problems and objectives: The most important part of what we do is ensuring our customers are successful with using our product.
* This role requires a genuine desire to help customers from diverse church structures. You'll work with individuals who have a wide range of technical backgrounds, and at times you will be confronted with a spectrum of emotions. The ideal candidate will be patient, empathetic, and skilled at handling challenging situations while always remaining focused on finding a solution.
* Strong communication skills in both German and English are required. You'll serve as a crucial link between our customers and our technical team, translating technical issues discussed in German into precise, actionable English. We'll provide the training you need to become proficient in translating these technical details.
* Improve our helpdesk with self-service tutorials: We have an extensive amount of resources available to help our users find answers. They are constantly being improved and extended. We aim to provide an immediate answer to most questions.
* Collecting and structuring feedback: You will receive a lot of relevant feedback on our product and how it’s being used. We would like to structure this and pass it on to the product team to keep improving our products.
* Collaborating with the sales team: We work together on our customers, and you will be in close contact with the sales teams that also interact with our customers. By working together, we ensure a long-term relationship with our customers.
What we offer
* You will join an international and collaborative team of around 50 people, and the company is on a very healthy growth journey. And at the same time, you will be a central part of the German Support team and the combined international Support team.
* Our culture is informal, we keep processes lean, and we focus on what matters. We challenge one another and ourselves to do great things.
* We value spending time together and sharing unforgettable journeys—every year, the whole company goes sailing in Croatia for our summer kick-off.
* We're proud of our great workplace at the Berlin office on Maybachufer! We also believe in a healthy work-life balance and offer one day of work from home per week.
How we support you
* Structured onboarding and continuous support.
* Monthly 1:1 session with short-term actions and progress.
* Annual development plan to identify mid-term goals and objectives for learning
* We encourage you to keep learning. We will reimburse your books and support you in building a professional network.