Technical Support Specialist - German Speaker (m/f/d) (2 x Positions)

We’re a diverse group of committed individuals empowered to thrive on challenge, share ideas, and pursue our ambition to transform the way commerce works.

So what about you? Do you want to help shape the future? Join us and you’ll open the gateway to a world of endless possibilities.

At Productsup you’ll be an intrinsic player in a vibrant culture that brings together people with opportunities, ideas with implementation, and ambition with achievement.

You can make great things happen in your career by making great things happen in commerce.

Productsup - the place where people are empowered to shape the future of commerce.

Your role and goals

Productsup is a Berlin-based company with a strong international customer base. We're now looking for a talented Customer Technical Support Specialist (m/f/d) who can support our clients in German speaking regions with all their questions about our platform. In your role, you'll oversee the day-to-day tickets, prioritize them, work together with Second Level Support and Engineering to solve them, collaborate on documentation and work closely with the other Solutions team members.

In your first 3 months, you will:

• Become an expert on the Productsup platform, our client’s use cases and our Help Center content
• Shadow the Technical Support and 2nd Level Technical Support teams during their work, actively ask questions and learn
• Familiarize yourself with our Zendesk workflows by responding to routine client questions via the tool
• Successfully work in internal collaboration tools like Confluence and Jira

In your first 6 months and beyond you will:

• Manage and resolve more advanced requests and questions and independently answer and resolve calls
• Analyzing satisfaction survey results from your clients and formulating action items
• Have a ongoing exchange with our Product team about insights into our client’s needs
• Work closely with our Academy in order to create relevant content for improving client knowledge and reducing basic questions
• Proactively communicate improvement potential within client’s accounts to Client Success Management and be a strong partner in their preparation for relationship nurturing calls
• Own team-internal projects for improvements of tools and processes

What you bring to the team

• 1+ years professional experience in technical support for an Ad-Tech or complex SaaS solution
• Fluent in German and English language (written & spoken)
• Solid understanding of the performance marketing & e-commerce industry
• Strong technical affinity and a desire to solve complex technical issues
• Well developed time-management skills, a strong sense of urgency and the ability to prioritize important tasks and projects
• A strong client-oriented thinking pattern
• Advanced analytical skills
• Knowledge of Zendesk, Confluence and JIRA is preferred

What we offer you

• A permanent position with an attractive salary
• The option to work remotely and flexibly, because we know outstanding talent knows best how and where to work
• A unique and thorough onboarding program where you’ll learn the ins and outs of our company and product
• Ongoing internal and external training, plus a yearly learning budget to help you continuously grow professionally and further your career with Productsup
• Opportunities for engaging in our Corporate Social Responsibility initiatives, plus one paid Impact Day per year dedicated to voluntary work
• Employee referral bonuses: we know that talent attracts talent, and we encourage you to refer people you know to join our team
• The opportunity to take ownership and responsibility, impacting the company’s growth in an international environment with 40+ nationalities

Productsup values diversity. We celebrate our differences and strive to learn from each other with the firm conviction that diversity drives innovation. Our commitment to equal opportunities begins at the hiring process and extends to our whole working culture. We pledge to social and environmental initiatives that support a sustainable environment. Everyone has a unique contribution to make and all are welcome.