Technical Support Specialist
Reputation, Germany

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Bachelor's Degree
Total Vacancies
1 Job
Posted on
May 5, 2021
Last Date
Jun 5, 2021
Location(s)

Job Description

About Reputation:

Reputation is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente. Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints.

We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do.

Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success. There is no prize for second place!

Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report.

Reputation has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power, Amazon.com, and Web.com. Altogether, these partnerships amplify Reputation's credibility in the industry and provide new opportunities for innovation.

"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett

Why Work at Reputation?
  • We are an innovation engine with 31 technology patents, ranked in the top three of all competitors.
  • Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.
  • The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
  • We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.
  • Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded and careers are developed.
  • Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.
Job Summary:

Do you have a passion for customer success and problem solving? Do you thrive in a high-volume work environment that showcases your attention to detail and troubleshooting skills? Do you possess the sense of urgency and drive to serve clients in a rapidly growing enterprise software space? Reputation is looking for a proven Technical Support Specialist with these skills.

**This role MUST be located in Germany. No relocation assistance is provided at this time.**

Responsibilities:
  • Handling customer technical support cases through phone and email submission
  • Cross-departmental collaboration to provide resolution for client requests.
  • Queue management with emphasis on efficiency, quality amp; quantity.
  • Work in various department lanes becoming a subject matter expert in each.
  • Demonstrate understanding of social media and effectively communicate knowledge with clients.
  • Troubleshooting, updating account configuration, reviewing activity in the platform to optimize clients’ business structure.
  • Provide guidance on the capabilities of the Reputation platform.
  • Share best practices and industry knowledge across verticals.
  • Communicate product enhancement to clients.
  • Additional duties as assigned.
Qualifications:
  • 2-4 years of work experience specific to customer success/technical support/account management - SaaS recommended.
  • Native German language skills required (must be able to conduct business in German).
  • Excellent phone skills are a "MUST"
  • Knowledge of social media platforms and review sites.
  • Excellent written and verbal skills.
  • Positive attitude and team-first mentality .
  • Advanced skillset with Excel a MUST.
  • Able amp; comfortable changing direction at a moment’s notice.
  • Knowledge of Salesforce CRM.
  • Solid analytical, problem-solving, and organizational skills with

Job Specification

Job Rewards and Benefits

Reputation

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