Product Support Specialist

vor 3 Wochen

Berlin, Deutschland Journee Technologies GmbH Vollzeit

Journee reconnects people in the virtual realm, offering a groundbreaking solution for people to come together virtually and enjoy the most high-end 3D interactive experience in the metaverse.

We are scaling fast while working with top global brands (global players as Vogue Business, WWF, BMW, H&M, Siemens, DEPT, McCann, Adidas, Conde Nast, to mention a few), and are looking for those ready to join the adventure.

We are looking for a Product Support Specialist to provide our customers with L1 support who are experiencing issues using our software, Journee X. Our tech stack consists primarily of TypeScript, React, AWS, Infrastructure as Code, WebRTC, C, C++, C# and Unreal Engine. We are looking for a reliable person, who would enjoy growing rapidly with our easy-going and high-performing tech team. This team is remote-first and works 4 or 5 days per week within +/-2 hours of CET.

**What you'll be doing**:

- Troubleshoot and diagnose issues reported by users, and work with the product development team to identify and fix bugs
- Develop and maintain product documentation, such as user manuals, FAQs, and knowledge base articles, to assist users with common issues
- Monitor user feedback and identify opportunities for product improvements or new features
- Collaborate with cross-functional teams, including product managers, engineers, and designers, to ensure product quality and usability
- Conduct user testing and provide feedback to the product development team to inform product roadmap decisions

**Who we are looking for**:

- Proven experience in a customer support or technical support role, preferably in a technology or software-related industry.
- Strong problem-solving and troubleshooting skills, with the ability to identify and resolve complex technical issues.
- Computer science/ information technology background would be an advantage
- Excellent communication skills, both verbal and written in the English language, with the ability to communicate technical information to non-technical users.
- Familiarity with game engines or metaverse technologies is a plus.
- Ability to work independently and collaboratively in a fast-paced startup environment with a strong focus on delivering high-quality customer support.

**Why work with us**:

- Remote-first company with offices in Berlin, Cape Town, Dubai and New York
- Flexibility to work in Berlin or remotely in a similar time zone (CET/ CEST +/- 2 hours)
- Exciting career growth opportunities in a startup environment working on cutting edge projects with top global brands
- Become part of our mission to reconnect human & brands in virtual spaces
- Regular connecting team off-sites and team dinner events
- We have strong values in place: high performance, transparency, open communication, adaptability & always learning
- Journee is committed to creating a diverse and inclusive workplace where everyone is treated with dignity, respect, and fairness. We value diversity in all its forms, including but not limited to race, ethnicity, gender, sexual orientation, age, religion, national origin, disability, and veteran status. We believe that a diverse and inclusive workplace leads to better business outcomes, stronger relationships with our customers and partners, and a more fulfilling work experience for our employees._

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