Customer Support Specialist

TN Germany; Sauerlach; Vor Ort; EUR 35.000 - 55.000; Vollzeit

Zusammenfassung

An established industry player in IoT technology is seeking a Customer Support Specialist to deliver exceptional service and enhance customer experiences. This role involves collaborating with various teams to ensure operational excellence and customer satisfaction. You'll serve as the primary contact for customers, addressing inquiries and resolving issues while promoting loyalty through proactive communication. If you're a highly organized individual with strong problem-solving skills and a passion for customer service, this opportunity is perfect for you. Join us and help shape the future of IoT technology!

Qualifikationen

• Previous Customer Service or Sales Support experience preferred.
• Highly organized, goal-oriented, and creative individual.

Aufgaben

• Serve as the primary contact for customers, ensuring a positive experience.
• Analyze customer data to identify trends and enhance service.
• Manage onboarding of new clients for smooth transitions.

Kenntnisse

Customer Service

Problem Solving

Communication Skills

Data Analysis

Project Management

Relationship Building

Ausbildung

High School Diploma

Tools

Salesforce CRM

NetSuite ERP

Helpdesk Systems

Jobbeschreibung

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Identiv IoT is at the forefront of IoT innovation, transforming everyday objects into smart, connected devices. Embedded in over a billion global IoT applications, our advanced IoT solutions seamlessly connect physical objects to digital identities, enhancing global connectivity and driving innovation. Complemented by our powerful connecting cloud, we deliver complete, customized experiences that cater to our customers' unique needs. At Identiv IoT, we respond swiftly to client requirements, constantly push the boundaries of IoT technology, and ensure the highest quality in our products.

At Identiv IoT, every individual and action holds significance. We believe our success depends on having the best individuals in exciting, relevant, and empowered roles with clear missions, goals, and measurable outcomes. Join us and help shape the future of IoT technology.

Identiv IoT Values

Innovation: We lead in IoT technology, creating smart, connected solutions that transform objects into intelligent devices.

Connectivity: We bridge the physical and digital worlds, making connectivity simple and reliable.

Security: We prioritize security in every solution, ensuring data integrity and cyber threat protection.

Sustainability: We are committed to eco-friendly solutions that enhance business while reducing environmental impact.

Position Summary

The Customer Support Specialist delivers exceptional customer service by addressing inquiries, resolving issues, and providing information to ensure a positive experience. This role collaborates closely with sales, marketing, operations, product management, and factory teams to ensure operational excellence, customer retention, and satisfaction.

Responsibilities and Duties

• Serve as the primary contact for customers, addressing inquiries, resolving issues, and providing information to ensure a positive customer experience.
• Act as the bridge between Sales, Customer Support, and the Factory, fostering collaboration and seamless communication.
• Support the Sales Team throughout the sales cycle, providing knowledgeable assistance and maintaining deep product and service understanding.
• Analyze customer data to identify trends, preferences, and areas for improvement, enhancing the customer experience.
• Oversee the support process from initial contact to resolution, ensuring efficiency.
• Build healthy customer relationships by enhancing their knowledge of products and services, acting as a trusted advisor, and promoting transparency.
• Evaluate customer needs to provide tailored solutions and personalized support.
• Provide comprehensive support, helping resolve issues promptly and effectively.
• Proactively supply customers with relevant documents to prevent issues and ensure seamless product experience.
• Manage project activities, including distributing and collecting questionnaires, coordinating with teams, creating FAQs, and organizing data for future use.
• Onboard new clients effectively, providing guidance, training, and support for a smooth transition and loyalty.
• Advocate for customers within the organization, representing their interests and needs.
• Promote customer loyalty through proactive communication, problem-solving, and exceeding expectations.
• Manage support and service improvement projects, collaborating with cross-functional teams to meet objectives.

Requirements

• High school diploma or equivalent; previous Customer Service or Sales Support experience preferred.
• Highly organized, goal-oriented, problem-solving, and creative individual.
• Excellent verbal and written communication skills for effective interaction.
• Strong customer service orientation and relationship-building skills.
• Ability to analyze data, identify patterns, and make data-driven recommendations.
• Experience in project management, multitasking, prioritizing, and meeting deadlines.
• Proficiency in CRM, helpdesk systems, and support tools.
• Team player with effective collaboration skills.
• Flexible to adapt to changing priorities and customer needs.
• Knowledge of Salesforce CRM and/or NetSuite ERP is highly desired.
• Hands-on, proactive, able to work independently and collaboratively.
• Outstanding character, personable, and dedicated team player.
• Balance working smart and hard, achieving goals efficiently.
• Exceptional problem-solving and communication skills.
• Adaptable, resilient, and ethical.
• Eager to learn and grow professionally.
• Respectful of diversity and inclusivity.
• Confident decision-maker, proactive, and initiative-taker.
• Committed to delivering and exceeding customer expectations.
• Positive attitude and enthusiasm in the workplace.