German Tech Support Customer Support Specialist

Summary

Join PartnerHero as a remote Technical Support/Customer Support Representative! This role requires excellent German and English language skills (written and spoken) and up to two years of customer service experience. You will manage customer interactions, resolve technical issues, and analyze recurring problems. PartnerHero offers competitive compensation, a dedicated wellness program, attractive benefits, paid sabbatical leave, and various training opportunities. This is a remote position, allowing for flexibility and work-life balance. We value diversity and inclusion and are committed to providing equal employment opportunities.

Requirements

• 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

Responsibilities

• 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

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development