Technical Customer Support Specialist
Elopage, Germany
Job Description
We are looking for a Technical Customer Support Specialist to assist our customers with technical questions when using our products and services.
You resolve customer requests as 2nd or 3rd level support agent, recommend solutions for the customer's use cases and guide users through features and functionalities of our platform and help our productmanagement to build features our customers adore.
With our Saas platform our customers can offer their knowledge in online course, ebooks, memberships, 1:1 consultations, webinars and much more. Our platform has a wide range of features from product creation about accounting, design, connecting other tools, marketing, funnels, tracking, analytics etc.
Our mission is to empower entrepreneurs and companies to build or scale their digital business and we live customer obsession and obsession in service. If you love helping customers with your technical knowledge we are happy to hear from you. Join our great elopage team.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities
- You advise our customers via ticket system or phone calls on their questions to build their products, page design, funnels, the connection of their elopage with external systems (e.g. Zapier, Webhooks, e-mail provider, domain mapping, SSL certificate, tracking with for example Google Analytics or Google Tag Manager)
- You also consult customers via zoom calls (mostly their it department) or support the account management or customer success management in their onboarding or success calls from a technical perspective
- You are responsible for the bug life cycle (evaluation, forwarding, follow-up, quality, check after correction, customer information)
- You support the first level team with your product knowledge and overtake some requests which needs a deeper check or technical expertise
- You work on the tickets according the priority and the servicelevel and have a good follow up management
- You ensure a positive customer experience and contribute to a high level of customer loyalty
- You are the voice of our customers: your feedback and insights about the customers uses cases and feature requests or possible optimizations in UI / UX / the user flow are crucial for the product development
- You assist and train the junior customer service agents in coachings or with videos about features and usecases
Requirements
- German at native level and fluent English
- 3-5 years of work experience in technical support of a SaaS company
- Solid knowledge of web technologies, analytics, tracking and automations
- Bsc in information technology or similar experience is a plus (especially as senior)
- Good knowledge in HTML and CSS is a plus
- Solution orientated growth mindset and a communication talent and work in a friendly and professional manner
- Ability to have a good communication with our developers, designer and product management about features and bugs
- Enjoy to assist and train other support agents or specialists and support their growth
- Experience using different tools, especially a help desk software and remote support tools
- Good self organization and follow up and project management
Benefits
We at elopage believe that everyone can turn their passion into a career. With our cloud-based SaaS platform solution elopage.com, we offer everyone the opportunity to create and sell digital products and online courses quickly and easily. More than 35,000 elopagers already trust in our expertise.
- Paid Time Off - 30 Vacation Days!
- Personal Training amp; Development
- Responsibility and trust from day 1
- Individual coaching and further training to support you in your development
- A free BVG ticket
- Employee discounts at numerous companies (e.g. at the gym or in online stores)
- Pension Program with company match
- A Culture of equity and Inclusion where you are appreciated for the person you are