Customer Support Specialist - German speaking

Main responsibilities:

• Customer assistance: provide prompt and professional support to customers via email, chat, and phone, resolving technical and usage-related issues. Ensure a positive experience by guiding customers step-by-step with empathy and expertise.

• Issue resolution: analyze and efficiently resolve customer-reported issues, collaborating with internal teams for complex cases. Keep customers informed about the progress of their requests until resolution.

• Customer training: conduct training sessions to demonstrate product features and best practices. Provide tailored resources to enhance customer adoption and efficiency.

• Documentation and knowledge base: manage and update the knowledge base with FAQs and practical guides. Contribute to the creation of clear documentation for new features or product updates.

• Customer advocacy: gather feedback from customers and represent their needs within the organization. Collaborate to improve the product and build strong relationships to increase customer loyalty.

• Monitoring and reporting: track and document customer interactions using CRM or ticketing systems. Analyze trends and report recurring issues to support continuous improvement efforts.

• Collaboration across teams: work closely with internal teams to ensure a seamless customer experience. Share updates and insights during team meetings to improve collaborative processes.

• Upselling and cross-selling opportunities: identify opportunities to recommend services or upgrades that align with customer needs. Present solutions with a value-driven approach to enhance their experience.

• Stay updated: stay informed about new features and industry trends. Participate in internal training to ensure accurate and relevant customer support.

• At least 2 years in Customer Support or a similar role. 

• Knowledge of the travel industry is a (strong) plus.

• Native or proficient in German and Italian. B2 level proficiency in English.

• Technical expertise: proficiency with ticketing systems (e.g., Zendesk, Freshdesk, Intercom) and CRM tools (e.g., Salesforce, HubSpot). Strong troubleshooting abilities to diagnose and resolve technical issues, including reading and interpreting system logs and error messages.

• Data analysis skills: proficiency with Excel and Google Sheets to monitor performance metrics, along with familiarity with BI tools like Tableau or Looker for advanced analytics.

• Technical writing: ability to create effective guides, tutorials, and knowledge base articles, ensuring clarity and accessibility of technical information.

• SLA and KPI Management: understanding of Service Level Agreements and Key Performance Indicators to uphold customer satisfaction and service quality.

• Soft skills: A proactive attitude, excellent communication skills, and a passion for delivering outstanding customer experiences.

• Work in a small and top-performing team that moves extremely fast where you are extremely important. 

• Work without having to deal with jerks and ego-maniacs.

• The opportunity to join one of the best travel-tech sales teams in Europe.

• A place where your talent can blossom.

• An environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn from mistakes, and move forward.

• A place where your voice matters – meetings provide space for new ideas and projects, regardless of your role or seniority.

• Continuous growth – we challenge the status quo, renewing our sales processes and approaches to meet challenging goals.

• We have fun while working! We are easygoing people.

• Work with the best software out there to automate repetitive tasks and let you focus on customers and targets.

• Remote working with frequent opportunities to meet up.

• Fun and enriching experiences – unforgettable team-building events that go beyond the usual outings.

Still not convinced? Check out our "Work With Us" page for more about our mission, values, and why we love working at Smartness: https://www.smartness.com/en/work-with-us

If you're reading this, it means you're genuinely interested, and that excites us! Here's what you need to know:

• We're highly driven and set our goals higher than most, pushing boundaries others may deem impossible.

• We work much harder than most companies out there.

• Every day, we step out of our comfort zones, fueling rapid growth and learning, even though it might come with its stress.

• We hold ourselves and our team to the highest standards of excellence and culture.

• Should we feel that this role isn't the right match for you, for the benefit of both parties, we may need to part ways.

We hope this sheds light on whether this could be your next adventure. If you believe it is, we warmly invite you to apply. Discover your full potential with us!