Customer Support Services Tech/Product Agent
New
J
JimdoSaaS
Location: GermanyFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English, German
- Required Skills
- Technical supportCRMCustomer supportSaaSZendesk
Requirements
- Experience in Customer Support, Customer Success, Technical Support, or a customer-facing SaaS/product environment.
- Strong English communication skills.
- An AI-first mindset: curiosity, confidence experimenting with tools, and eagerness to improve how work gets done.
- Strong product thinking and ability to connect customer issues to product or process opportunities.
- Proactive, anticipatory problem-solving skills.
- Comfort working with tools such as Zendesk, CRM systems, bug-tracking tools, or documentation platforms.
Responsibilities
- Own customer inquiries end-to-end across channels, starting with email and expanding into chat, phone, video, social, and WhatsApp.
- Resolve product and technical issues with care, clarity, and strong follow-through.
- Use AI tools like ChatGPT, Claude, Perplexity, or similar platforms to improve workflows and reduce manual work.
- Identify repetitive ticket patterns and recommend automation, process, or product improvements.
- Recommend the right features, plans, or next steps to help customers grow.
- Collaborate with Product, Engineering, and Support teams to turn customer feedback into better products and processes.
- Contribute to Help Center content, internal documentation, macros, AI workflows, and knowledge-sharing.
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