Customer Service Representative

Jobtailor; Deutschland; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a proactive Customer Support Specialist to assist customers via email, phone, and live chat, resolving technical and product questions for our SaaS platform. You will document issues, manage tickets, and deepen knowledge of Vena platform features.

Ideal candidates have strong communication, problem-solving, and analytical skills, plus experience with Zendesk/Sales Cloud and CRM systems.

Qualifikationen

• Proven experience in a customer service or technical support role, preferably within a SaaS or technology-focused company
• Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly and concisely
• Strong problem-solving and analytical skills with a keen attention to detail
• Demonstrated ability to manage multiple priorities in a fast-paced, remote working environment
• A customer-centric mindset with a genuine passion for helping others succeed
• Proficiency with help desk software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems
• A high level of comfort with technology and the ability to learn new software quickly
• Familiarity with financial or accounting principles would be considered a significant asset
• Experience with Microsoft Excel and other Microsoft technologies is highly desirable

Aufgaben

• Provide high-quality, timely, and professional support to customers via email, phone, and live chat
• Serve as the primary point of contact for troubleshooting and resolving technical and product-related queries
• Effectively diagnose, document, and manage customer issues using our internal ticketing systems
• Develop a deep understanding of the Vena platform's features, including flexible modelling, real-time dashboards, and collaborative tools
• Escalate complex technical issues to the appropriate internal teams while maintaining ownership of the customer communication
• Contribute to the creation and maintenance of our knowledge base, including help articles, FAQs, and user guides
• Gather and relay customer feedback to our product and development teams to help shape the future of our platform
• Strive to exceed customer expectations and contribute to a culture of service excellence

Kenntnisse

Customer Service Experience

Technical Support Skills

Help Desk Software Proficiency

Analytical Problem-Solving

Microsoft Excel Proficiency

Tools

Zendesk

Salesforce Service Cloud

CRM Systems

Jobbeschreibung

• Provide high-quality, timely, and professional support to customers via email, phone, and live chat
• Serve as the primary point of contact for troubleshooting and resolving technical and product-related queries
• Effectively diagnose, document, and manage customer issues using our internal ticketing systems
• Develop a deep understanding of the Vena platform's features, including flexible modelling, real-time dashboards, and collaborative tools
• Escalate complex technical issues to the appropriate internal teams while maintaining ownership of the customer communication
• Contribute to the creation and maintenance of our knowledge base, including help articles, FAQs, and user guides
• Gather and relay customer feedback to our product and development teams to help shape the future of our platform
• Strive to exceed customer expectations and contribute to a culture of service excellence

Requirements

• Proven experience in a customer service or technical support role, preferably within a SaaS or technology-focused company
• Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly and concisely
• Strong problem-solving and analytical skills with a keen attention to detail
• Demonstrated ability to manage multiple priorities in a fast-paced, remote working environment
• A customer-centric mindset with a genuine passion for helping others succeed
• Proficiency with help desk software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems
• A high level of comfort with technology and the ability to learn new software quickly
• Familiarity with financial or accounting principles would be considered a significant asset
• Experience with Microsoft Excel and other Microsoft technologies is highly desirable

Core Competencies

Demonstrates expertise in customer support and technical troubleshooting, with a strong focus on communication and problem-solving. Proficient in using help desk software and CRM systems to enhance customer experience and operational efficiency.

Highest-signal resume keywords

• Customer Service Experience
• Technical Support Skills
• Help Desk Software Proficiency
• Analytical Problem-Solving
• Microsoft Excel Proficiency

ATS Optimization Keywords

Hard Skills

• Technical Support
• Troubleshooting
• Analytical Skills
• Attention to Detail
• Customer Feedback Gathering
• Knowledge Base Development
• SaaS Experience
• Financial Principles Familiarity

Soft Skills

• Exceptional Communication Skills
• Customer-Centric Mindset
• Ability to Manage Multiple Priorities

Industry Keywords

• SaaS
• Technology
• Customer Support
• Remote Working

Tools & Technologies

• Zendesk
• Salesforce Service Cloud
• CRM Systems