Customer Support Specialist - Digital Products
The role of a Customer Support Specialist is to provide assistance and support to customers through written communication channels, ensuring seamless customer experiences.
This position offers the opportunity to work in a dynamic team-oriented environment where technical skills and problem-solving mindset can shine. You will be at the forefront of delivering exceptional customer service, handling customer inquiries, troubleshooting issues, and providing reliable guidance using established support workflows.
Your key responsibilities will include:
* Responding to customer inquiries through email and chat with prompt, courteous, and clear responses.
* Resolving issues or escalating when needed, utilizing established support workflows and SOPs.
* Consistently meeting service standards, including quality metrics and SLA targets.
* Staying current on product updates and best practices through ongoing training and feedback.
* Approaching every case with a customer-first solution-oriented attitude.
* Sharing ideas to optimize support processes and contributing to continuous improvement.
To excel in this role, you will need:
* Proficiency in German (C2 level).
* Proficiency in English (B2 level).
* EU citizenship or a Portuguese residency card.
* At least one year of experience in Customer Support or a related field.
* Strong analytical leadership and communication abilities.
* A desire to learn and advance in the field.