German Tech Support / Customer Support Specialist - Remote at PartnerHero

The Role

• We are looking for technical support / customer support representatives to work from home and interface with customers via email and/or via the internet.  These roles require proficiency in the German language (speech and written). In this role, you will provide customer support and resolution of issues and questions regarding our Partner’s online product.  This is a REMOTE ROLE.

What you’ll do:

• Manage customer interactions with empathy, ease, and efficiency.
• Communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions to ensure they have great customer service experience.
• Resolve technical issues related to software / Partner’s product.
• Analyze recurring customer issues and document accordingly.
• Escalate any issues as required to necessary departments/groups to ensure a prompt resolution.
• Refer to premade scripts for a variety of technical support / customer service topics.

What we expect from you:

• Excellent English skills - spoken and written (EFSET results from C1 or C2 level)
• Proficiency in the German language (speech and written).
• Up to 2 years of customer service experience.
• Up to 1 year providing product support, preferably software support.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Strong problem-solving skills with the ability to ask probing questions to come to a resolution.
• Strong conflict resolution skills and even temperament in challenging situations.
• Strong computer navigation skills and PC knowledge.