Job Description
Customer Support Advisor – German speaking – remote possible
SPAIN /
CUSTOMER OPERATIONS CUSTOMER OPERATIONS EMEA /
FULL-TIME
/ REMOTE
Help us bring people and businesses together
Our SaaS platform enables multi-location brands and businesses to boost their online presence. From big to small, from Adidas to ZenPark, our client base contains some of your favourite brands as well, we bet.
The Past, Present & Future
In 2013, Uberall was born out of the vision by longtime friends and business partners David Federhen and Florian Hbner. They wanted to bridge the online and offline world more effectively, so companies could generate new customers, build customer relationships and increase their sales. They created a platform that would connect companies with local customers through search and discovery, engagement and conversion.
In July 2021 we acquired one of the most successful location marketing platforms in the US, MomentFeed, and raised a series C funding round of $115m. We plan to seize on this momentum to rapidly expand in North America and become the undisputed global leader in this space. This role is pivotal to us executing on this journey!!
You and us
Over 400 Uberallers, with 50+ different nationalities, live and breathe our three core values:
GROW TOGETHER
DEMONSTRATE PASSION & PERFORMANCE
BE BOLD & DRIVE CHANGE
So, what are you waiting for? If you’re passionate, driven, and ready to be bold, we want you on our team! Apply now and let’s grow together.
About the role:
As a Customer Support Advisor (German speaking), you are in direct contact with our direct customers and resellers in the DACH region. Often a first point of contact for all types of queries, you will provide support with technical or other questions concerning our solution via phone, email, and chat. With an inquisitive mind, you will seek solutions and master technical challenges alike to provide our customers with the best possible service and support. Not only the customer contact is important in this position, but also coordination with other teams in the Technical Support and Services department as well as the wider organization.
Your Responsibilities
- You manage the troubleshooting and solving queries of our customers via email, phone, and chat
- You are responsible for describing and escalating bugs through the appropriate internal channels (e.g. Jira)
- You collaborate with and escalate to your colleagues in the wider Technical Support and Services team, as well as other stakeholders when solving customer issues
- You are very familiar with our customer service processes and you also support the rest of the wider department in their efforts to constantly develop and improve these internally and externally
- You work on individual projects and documentation to be used internally and externally
Your Profile
- You speak at least English and German fluently and have excellent oral and written communication skills in both languages
- You have a minimum of 2 years experience in customer support at a B2B software company, in relation to a product requiring explanation, preferably in the areas of digital marketing, e-commerce, or IT
- You have experience liaising with customers via email and phone (chat support experience is a plus)
- You have experience in troubleshooting technical customer queries without following a script
- You are tech-savvy (basic understanding of API and SQL)
- You are comfortable working with large datasets (Microsoft Excel, Google Sheets)
- You have excellent written and verbal communication skills
- You are motivated by finding great solutions for our customers and you will be able to offer a truly service-oriented approach
- You can quickly familiarize yourself with new and technically complex issues, prioritize and organize them yourself
- You have experience with Google Business Profile or Facebook Business Manager (it’s a plus)