German Technical Support Agent

Our client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. With approximately 373,000 people serving clients in more than 120 countries, driving innovation to improve the way the world works and lives.

Their mission is to provide the ultimate support experience through best-in-class service and innovative solutions, to allow partners to learn, grow and engage with the content aggregator.

As the tech support agent, you will provide a combination of high touch & scaled transactional support to eligible partners and educate them on how to use the product, answer rights management questions, as well as troubleshooting technical issues.

Responsibilities:

Support partners in a range of topics (video uploads, channel management, monetization, analytics and any product technical issues) with emphasis on high user satisfaction and qualityProvide education on supported devices, new features and product updatesTroubleshoot and help resolve technical issues in a friendly and accurate mannerCollaboratively share feedback through appropriate channels related to tools, processes or systemic user/product issuesFlag trends and potential global technical issuesEscalate issues providing all the relevant information when required striving to resolve them in a timely manner

Requirements:

Fluency in English plus excellent native-level written and verbal communication skills in German2 years' experience in customer support for said language (chat, voice, email) working directly with consumers (B2C)Customer service mindset. Strong customer/user focus with the desire to help and put users first. Ability to empathize and relate to users is key to this roleExcellent communicatorAbility to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt changesExperience with prioritising multiple tasks in a fast paced and ambiguous environmentTeam player with ability to work in a fast-paced, collaborative and constantly evolving environment

Benefits:

Monday to Friday (9am - 6pm)Comprehensive suite of benefits