Technical Support Specialist German area

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Category: Technical Support / Helpdesk
Location: The Hague
Language: German
For one of our international clients in Zoetermeer, we are looking for a fluent German speaking Technical Support Specialist
Based at our client’s European HQ in Zoetermeer, you will be the key contact person at their Customer Success Department for European customers. you will be a key contact person within our Technical Support Specialist team for our German speaking customers in mainly Germany, Austria and Switzerland. You will work closely together with the Technical Support Specialist colleagues and Customer Success Agents within the team but also with Sales and Software Engineers. You report in this position to the Customer Success Team Leader.

As an Technical Support Specialist you’re pivotal in making customers happy by efficiently solving the issues they are facing. You love to serve customers, fixing whatever the customer is facing, and have high quality standards.

You have a methodical approach, strong communication skills and thrive in an entrepreneurial environment. Finding opportunities for further improvement is your second nature.

Key Tasks:

Handling inbound and outbound customer support request
Answering any request via email, phone, chat or other channels in a timely and satisfactory manner
Documenting all requests, status updates and remedial actions taken
Listen and question the end-user drilling down to core problem and collecting all info required for solving incident / request.
Safeguard that all open requests are followed up properly
Where necessary, liaise with your colleagues for deeper technical issues (bugs, new feature requests)
Coordinate and follow-up all customer pre/after sales questions about the technical functionalities of the Company’s products
Where seemed fit, propose durable solutions for recurring requests (e.g. video manuals, further training, …)
Having a clear overview of what needs be done when and how
Understanding how the customer is using the company’s product / service, and collect relevant feedback (e.g. feature requests, new markets…) as input for the company’s product & business development teams.

Be an expert-user on the products serviced, and feedback any own great ideas for enhancing customer value
Propose ways to optimize how customer support is being delivered

Job Requirements:

Has or acts on bachelor’s degree level
Experience with software engineering, IT, cloud-based solutions, business systems is a pro
Several years of experience in similar role or environment
Native German speaking, fluent English, Dutch is a plus
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