Technical Support Specialist

Summary

Join Uberall, a fast-growing SaaS company, and become a Technical Account Manager responsible for managing the technical relationships with customers post-implementation. You will handle escalated support cases, collaborate with various teams, and contribute to process improvement. The ideal candidate possesses experience in technical account management within a B2B software company, ideally in digital marketing or e-commerce. Excellent communication and problem-solving skills are essential, along with the ability to work independently and remotely. Uberall offers a competitive compensation and benefits package, including flexible work arrangements, remote work options, and various professional development opportunities.

Requirements

• BA/BS degree (optional)
• Relevant professional experience at a B2B software company in relation to a product requiring explanation, preferably in the areas of digital marketing, e-commerce, or IT
• Experience in technical account management, increasing customer satisfaction, and reducing customer churn through technical solutions
• You are motivated by finding great solutions for our customers and you will be able to offer a truly service-oriented approach
• You can quickly familiarize yourself with new and technically complex issues, prioritize them and organize yourself
• Ideally, you already worked with ticket and CRM systems in the past (e.g. Jira, Salesforce)
• You can find your way around Excel if necessary, especially when it comes to large data sets
• You have experience working in an international team
• You speak English & German
• You are open to new ideas and approaches, you have excellent oral and written communication skills
• You can work independently and are comfortable working remotely

Responsibilities

• You will manage the ongoing technical relationship with your assigned customers once the Implementation is finished, focusing on KPIs like retention and customer satisfaction
• You are able to handle escalated support cases from the Customer Support team that require closer attention either in relation to client engagement or technical understanding
• If necessary, you will be responsible for describing and escalating bugs through the appropriate internal channels (e.g. Jira)
• You collaborate closely with your colleagues in the wider Customer Organisation including Customer Success, Customer Support, Sales, etc
• You are very familiar with our processes and support the rest of the Global Technical Service team in their efforts to constantly develop and improve these internally and externally you work on individual projects and documentation to be used internally and externally

Preferred Qualifications

• You have basic MySQL skills and can write/update queries
• You have an understanding of HTML, CSS, and JavaScript and can troubleshoot browser errors
• You have previous experience using APIs
• You have worked with and can navigate Postman
• You have a basic understanding of location management on networks such as Google and Facebook

Benefits

• A mission with meaning and purpose At Uberall, we foster genuine connections between local businesses and people. Our diverse team allows us to win together with our partners, co-workers, and customers. Speaking of our customers, they’re some of the most recognizable businesses in the world
• A truly human culture We’re famous for our culture. Uberallers live by our values of mutual respect and boldness. We’re open, collaborative risk-takers with a whole lot of passion and grit
• Flexibility to fit your lifestyle Want to come to an office for collaboration? We’ve got space for you in Berlin, Amsterdam, Barcelona, Detroit, and London. We also offer co-working access in Montreal, Paris, LA and San Diego. Prefer to work remotely? Fine by us! Bonus points if we meet your pets in a video call. If working from another country is legally possible for you and within a reasonable time zone, we happily support work-ations
• A piece of the pie Our pay & perks are competitive, and you better believe we review them on the regular to make sure they stay that way. We grow together, so of course all Uberallers are part of our long-term incentive program through VSOP/ESOP
• Emotional and intellectual connection Events and alignment sessions - YES and YES. With the team, cross-functions, regional, you name it - we love bringing people together. Uberallers share a LOT of hobbies. Whatever you’re into – reading books, baking, heavy metal, fostering kittens . . . you’ll find kindred spirits on our team
• Health and Wellness We prioritize your wellness with generous holiday time, paid parental and circumstantial leave, and individualized health and wellness opportunities depending on your location
• All-access pass Get immersed in Uberall from day one. Your onboarding is packed with a deep dive into our values, insights into all our departments, and a chance to ask the CEO anything. We come together monthly for our town hall and product showroom so you’re always in the know
• Everyday growth We support you on your non-stop learning journey. We offer development dialogues, live workshops on topics like resilience and feedback, and a Leadership Academy to make sure our leaders have all the tools to bring out the very best in teams. We also invest in your growth with a learning grant program reinforcing our commitment to fostering a culture of continuous learning
• Top-of-the-line tech MacBook Pro, magic mouse, 2nd screen . . . Need anything else? Let the People & Culture team know