– Supports customers through telephony, email, and chat services; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the client’s Agreement Cloud to provide customer resolution and proactive customer recommendations
– Responsible for resolving customer issues including complex account, subscription and billing scenarios supporting subscription management
– Meet and exceed the client’s Customer Support service level goals and KPIs
– Partner with internal teams (Sales, Billing, etc.) to drive resolution on behalf of the customer
– Provide critical feedback related to improvements of the product and tools to impact customer experience
– Promote the client’s products and services to customers and prospective customers via consultative discussion, product training, and evaluation of their service and support needs

What you need to have:

– College degree or relevant work experience
– 1+ years of Subscription or Sales Support including account maintenance, billing/contract, and admin tasks
– Professional level of German and English
– Effective communication skills – ability to communicate in written & verbal forms, with audiences that include customers, peers, and occasional executive leadership
– Ability to review, understand, and resolve complex issues
– Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
– Ability to collaborate with peers across the organization without friction
– Ability to communicate a complex or technical issue in a clear & concise manner
– High level of attention to detail and ability to pivot in uncertain situations
– Experience with or basic understanding of SaaS

What we offer:

– A workplace where you can apply your very good language skills in customer contact daily
– An organization driven by technology – We have a tremendous technology backbone
– Open, ‘can do’ team spirit
– Extensive skills training and development opportunities
– Attractive compensation package
– Hybrid model of working