Customer Support Specialist

vor 6 Monaten

Berlin, Deutschland Tellent Vollzeit

This role is offered on a hybrid basis from Amsterdam office on full time employment basis. We speak in English at work, so it's important that you have a good level of English language and native level German._

**Your Mission**

As a Support Specialist, you will be responsible for helping our German & English-speaking customers understand the Talent Management Suite, that enables People teams to improve the full employee lifecycle with a cutting-edge Applicant Tracking System, Human Resources Information System, and Performance Management Software - all in one place, by answering questions and solving problems as they arise.

Our support team plays a vital role in our organization's success as the support agents are constantly in touch with our beloved customers. We take pride in our CSAT (customer satisfaction score) score of 97% which is a good indicator of how big of an impact you can have as a Support Specialist. Successful team members are fast learners, team players and are obsessed with giving our customers the best customer service possible with prompt replies and solutions that work.

**About the Team**

We are a growing team of 20 Customer Support Specialists across Amsterdam, New York, Paris and Poland offices and our mission is to assist, educate, troubleshoot, and go above and beyond to resolve customer and platform problems.

The team works closely together on a daily basis and supports each other no matter the difficulty of the customer requests. Weekly team meetings, as well as regional meetings, allow for open communication and great team bonding.

**Your 12-month journey**
- The first 3 months_ you will spend focusing on learning everything there is to know about Tellent: understand the products, our processes, the teams, the customers, and more. You will be working closely together with the other team members and have answered your first customer questions and solved a few problems.
- After 3 months_, you will have taken responsibility for the care of our German & ROW customers, taken further steps in understanding inbound support requests, and started to learn even more about the software.
- After 1 year, _you will know the Talent Management Suite inside out, you’ll be the real product advocate and nurture our users with efficient resolutions to their inquiries.

**What you’ll do**:

- Be responsible for the care of our German & English speaking customers, resolving issues, answering questions, and listening to their feedback
- Know Tellent inside out; you’ll know the product better than anybody and serve as the voice of the customer; they will also be the internal product referent and work closely with other customer-facing departments (sales, customer success)
- Work on side projects (Help Center, Internal Knowledge Base) to develop yourself, the support team, and the whole company
- Automatically gain a seat on the product team, providing feedback to ultimately make us the best software around

**What you'll bring to the team**:

- ~1 year of experience in a customer care/client-facing role
- Fluent German & excellent English language skills
- You will be working closely with our technical team, so possessing strong technical skills is highly advantageous
- Strong interpersonal skills and a passion for consistently providing a great customer experience
- Experience in troubleshooting tech issues and replying with information in an understandable way to customers.
- A customer-centric approach: you turn towards customers with empathy and are understanding of their problems
- A team player & collaborative attitude: you put the team's success before your own interest and you like working on projects with various departments
- A curiosity-driven mindset: you are keen to learn and understand more about the teams, products, and customers
- Great listening skills: you can turn customers' feedback into product improvement suggestions
- Adaptability: you are open to learning new things and are comfortable being in an environment where a lot of experimenting takes place
- Eagerness to develop: you're receptive to constructive feedback and you are keen to advance your skills

**Why Tellent**
- Flexibility to work from home in the Netherlands and from our beautiful canal-side office in Amsterdam
- A chance to be part of and shape one of the hottest, most ambitious scale-ups in Europe
- Work in a diverse and multicultural team
- €1,500 annual training budget plus internal training
- Pension plan, travel reimbursement, and wellness perks
- 25 paid holiday days
- Work from anywhere for 4 weeks/year
- An inclusive and international work environment with a whole lot of fun thrown in
- Apple MacBook and tools
- €200 Home Office budget
- We’ll save you the startup pitch of Friday beers and ping-pong. Visit our Instagram to check us out

Tellent, a premier Talent Management Suite, enables People teams to improve the full employee lifecycle with a cutting-edge Applicant Tracking System, H

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