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Senior Technical Customer Experience Representative
vor 3 Stunden
As a **Senior Technical Customer Experience Representative**, your role will be critical in helping clients achieve a smooth, successful experience with our platform — driving customer satisfaction, retention, and upsells.
Within our international Customer Experience team, you will serve as the primary point of contact for our Enterprise accounts, supporting them in diagnosing and resolving technical issues.
**As Senior Technical Customer Experience Representative, you will**:
- **Be an advisor for our clients**:
- Strive to provide all customers with outstanding customer experience
- Develop your proactivity to anticipate and exceed customer’s expectations
- Identify knowledge gaps to help enable clients become autonomous on technical topics : HTML, API, Plug-in integrations, in order to reduce the number of cases
- Work closely with other departments and especially with the CSM team
- Be knowledgeable and engaged to be part of client retention and upsell and improve our processes to develop customer satisfaction
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Address challenging customers with their technical topics**:
- Diagnose, report, follow, and resolve system, clients, and operational issues that impact
- Prioritize, troubleshoot, and build a response plan on issues relating to our platform
- Participate in bug resolution with the technical teams by investigating and using your technical skills on HTML, API calls, SSL, DNS, DKIM, IP configurationMonitor the main KPIs (CSAT, 1st response time, ) and make them progress
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Develop your technical knowledge**:
**What will contribute to your success**:
- You are fluent in German and has very good English communication skills
- 2+ years experience in a technical Customer Service role, or Technical Account Management preferably in a SaaS company
- Technical knowledge on API, HTML, IP, DNS, SMTP
- Advanced knowledge in technical troubleshooting
- Strong ability to understand, manage and drive customers’ needs and strategy
- Excellent presentation, written and oral communication skills
- Ability to resolve issues and collaborate with other departments
- Aptitude to explain technical topics in an easy way
- Autonomy, curiosity, and investigation
**What we offer (Berlin)**:
- A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
- 125 Euro monthly budget to subsidize various expenses like Lunch, Internet and well-being activities
- 30 days of vacation
- 2 days of remote work per week and up to 8 calendar weeks to Work from Abroad
- Bi-annual global company offsite; inter-office trips
- Fully paid Urban Sports Club M Membership
- Social, green and rainbow alliance committees to take care of environmental and social matters
- Very competitive referral program
- Second parental leave: 1 month of fully paid leave
- Subsidized BVG ticket for public transportation
- Language learning with Babbel app
- Budget to support your workspace at home
- A modern and very cool Office with a dedicated gaming room for relaxation and fun
- Free fruits & drinks, Pizza Wednesdays, Monthly breakfasts & many other events and fun activities
- Relocation package and visa sponsorship for international talents
- Learning & development opportunities
- and much more
**What we offer (Paris)**:
- A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
- Meal vouchers - Swile (12,5 € per day)
- Excellent private health care, of which 70% is covered by the company
- RTT
- 2 days of remote work per week
- Bi-annual global company offsite; inter-office trips
- Work's council benefits (Leeto)
- Social, green and rainbow alliance committees to take care of environmental and social matters
- Several services related to prevention, health and personal and professional well-being on Welii platform
- Very competitive referral program
- Second parent leave: 1 month of fully paid leave
- Kids leave: additional time off if your children are sick and need you
- English and French classes, and over 155000 courses available on Udemy
- Budget to support your workspace at home
- A modern office in a central location with free fruits, drinks & lots of fun activities
- Relocation package and visa sponsorship for international talents
- Sustainable Mobility Package if you choose to commute to work on a mechanical or electric bike
- and much more
**Meet us**:
- Video call with our TA team (30 minutes)
- A technical case study
- A debrief with the Hiring Manager and future colleagues
- Final Interview with our Ceo Germany or Head of People & Impact DACH
Brevo values work-life balance and offers flexible working hours and remote work. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.
