The successful candidate will be responsible for timely, accurate and satisfactory resolution of client support tickets.

Responsibilities:

  • Serve as daily first point of contact for clients on all usage and operational matters.
  • Identify, categorise and troubleshoot technical issues.
  • Escalate more complex technical issues to 2nd line tech support when required.
  • Escalate to team lead and Client Success Managers when an issue may impact revenue/relationship.
  • Communicate progress of issue resolution to the client in a timely manner.
  • Identify recurring client issues and requests and write client-facing entries for FAQ and Help Files.
  • Provide instructions and solution descriptions in a professional, error-free and easy-to-understand manner

Qualifications: 

  • Completed training in business administration / marketing.
  • Previous helpdesk experience or a client facing role is preferred.
  • Experience with social networks and advertising platforms (e.g. Google Ads or Facebook Business Manager) as well as web analysis services (e.g. Google Analytics).
  • Some exposure to web technologies and related web stacks (API/ETL/SQL).
  • Outstanding communication skills (written and verbal) over the phone, via email and on live chat.
  • Ability to analyse & troubleshoot technical issues and deliver instructions to non-technical audience.
  • Must have a strong willingness to learn and discover new technologies.
  • Friendly, personable and approachable, with the ability to multi-task and work under pressure.
  • Experience in Zendesk preferred.
  • Fluent English
  • Proficiency in German is a plus