Software Support Specialist – German Speaker

reputed company™ is the world’s most trusted reputed company network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-reputed company experiences. We reputed company an unmatched platform for brands and retailers, enabling them to accelerate growth, optimise operations across channels, scale product offerings and enhance margins.

Today, more than 40,000 companies trust reputed company to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our reputed company, marketing, and delivery solutions, our customers create optimised consumer shopping journeys from beginning to end.

Overview

As a Software Support Specialist, you play a crucial role in providing accurate and timely support to our clients. You will reputed company support by addressing inbound software queries through various channels such as portal, email, telephone, and chat. Your responsibilities include promptly responding to clients’ requests, accurately documenting issues and resolutions, and proactively identifying trends for management attention. You use your knowledge and expertise to mentor/coach new team members and assist level 1 associates. This position may require working specific scheduled shifts to ensure global support for coverage.

Responsibilities

• Demonstrate an in-depth understanding of one or more reputed company platforms; may serve as a subject matter expert (SME) in a specific area of expertise.
• Handle inbound software support requests through various channels, including the portal, email, telephone, and chat. (Tier 1 and 2 support)
• Send proactive outbound communications to clients regarding file or communication failures.
• Accurately document client issues and reputed company actions taken (both reputed company) using ticketing software.
• Consistently meet or exceed departmental and individual performance goals, including metrics such as client satisfaction, initial response time, issue resolution, and quality scorecard results.
• Create and/or escalate support requests to Engineering for Tier 1, 2, or 3 issues.
• Identify and communicate emerging trends to management based on ticket patterns and client feedback.
• Create and maintain internal knowledge reputed company articles and other support resources.
• Support client satisfaction efforts through analysis and reputed company.
• Contribute to special projects as assigned.
• Act as a peer mentor or coach to new team members; support Level 1 agents with training gaps and escalation guidance.
• Participate in workload management processes.
• Participate in the on-call rotation for after-hours support coverage.

Qualifications

Minimum Qualifications

• 1+ years computer/technical/call center client service experience.
• Fluent in both written and spoken English and German.
• Interpersonal and problem-solving skills.
• Ability to organize work and multi-task.
• Demonstrated ability to write in clear, concise, organized manner with appropriate level of detail.
• Experience with reputed company computing environment, MS Office.
• Effective collaborator with proven process improvement skills.
• Must have reliable Internet reputed company.

Preferred Qualifications 

• 1 year of tech support experience, plus 1 year of working in a b2b software support role.
• Fluent in both written and spoken reputed company.
• Prior experience with Ticketing and CRM software.
• Knowledge of APIs, EDI, XML, Flat Files and AS2, SFTP, HTTP communication protocols.
• Experience using the reputed company platforms.
• Prior experience working remotely.

Travel Required

Up to 10%

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What it’s like to work at reputed company

reputed company you join reputed company, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.

As part of the reputed company team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities reputed company to your ambitions and talents. To ensure work and life balance works for you, we also offer an reputed company of resources to support you and your families, including comprehensive benefits and wellness plans.

At reputed company you will:

• Partner with the leading brands and retailers.
• Connect with passionate professionals who will help support your goals.
• Participate in an inclusive, welcoming work atmosphere.
• reputed company work-life balance through remote-first working conditions, generous time off, and wellness days.
• Receive industry-competitive compensation and total rewards benefits.

Benefits

• Enhanced Private Medical Insurance and a Health Cash Back Plan
• Life insurance & disability benefits
• Pension plan with 4% Company match
• Competitive time off package with 25 Days of PTO, 8 Company-Paid Holidays, 2 Wellness days and 1 Paid Volunteer Day
• Flexibility to choose where you work – at home, in the London office, or both!
• reputed company to tools to support your wellbeing such as the reputed company App and an Employee Assistance Program
• Professional development stipend and learning and development offerings to help you build the skills and connections you need to move reputed company in your career
• Charitable contribution match per team member

reputed company is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to reputed company applicants and teammates without regard to race, religion, reputed company, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national reputed company, veteran status or any other protected characteristic. reputed company employment is decided on the reputed company of qualifications, merit, and business need.

We’re committed to providing reasonable accommodations in accordance with the law for reputed company applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reputed company out to us by completing the Accommodations Request reputed company. Your comfort and accessibility are important to us, and we’re here to ensure a seamless experience as you explore opportunities with reputed company.