Customer Support Agent Tier 1

New

Based in GermanyFull-TimeEntry

Salary not disclosed

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Job Details

Previous experience in a SaaS customer support or technical support role.
Strong problem-solving skills with a genuine passion for helping customers succeed.
Advanced English communication skills, both written and verbal.
Additional proficiency in Spanish or Portuguese is considered a strong advantage.
Familiarity with collaboration and support tools such as Slack, Jira, Intercom, and Confluence, or the ability to learn them quickly.
Basic knowledge of HTML and the ability to read technical logs is desirable.
Educational background in Computer Science, Engineering, Web Development, or a related technical field is an advantage.
Curious, adaptable, and eager to continuously learn new technologies, products, and industry knowledge.
Comfortable working independently in a remote-first, fast-paced, and collaborative environment.

Deliver timely, professional, and customer-focused support through chat, email, and phone channels.
Troubleshoot technical and functional issues, guiding users through platform features and resolving day-to-day challenges.
Build strong product expertise to provide accurate guidance and assist customers in getting the most from the platform.
Document solutions, maintain internal documentation, and contribute to the ongoing development of the knowledge base.
Identify software bugs, report issues, and collaborate closely with Product and Engineering teams to improve the customer experience.
Escalate complex technical cases when necessary while ensuring clear communication and proper follow-up.
Stay informed about new product features, updates, and best practices to continuously improve support quality.
Communicate technical concepts in a clear, simple, and customer-friendly manner.

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