Working Student Eu Customer Care Tech Support

Job summary

Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.

ABOUT THIS ROLE

Audible is looking for a Working Student in the EU Customer Care Tech Support to join our team. In this position, you’ll be working closely together with our Tier 3 team, Development teams and QA within the Audible organization and our network of external partners around the world. You will gain insights and understanding of Audible products, programs, launches and releases, and interact with a variety of stakeholders to ensure best customer service. You will learn fast to assist both frontline service and internal associates, handling technical escalations and identifying solutions to the issues reported.

As a Working Student EU Customer Care Tech Support, you will...
- Provide technical assistance for our EU Customer Service partners following our standard operations procedures.
- Partner with different Development teams and Quality Assurance to address technical problems, relay detailed information, provide test results and share customer feedback.
- Perform testing of product on several devices and analysis of reported customer issues.
- Communicate via ticketing system, in chats or meetings with partners and stakeholders.
- Interact with different teams inside and outside of Customer Service (such as Learning and Development, Program Management and Knowledge Management) to address training and improvement opportunities, identify process or knowledge gaps and escalate customer friction points impacting the user experience.
- Research and document troubleshooting steps and localize available support material.

Key job responsibilities

Basic Qualifications
- Fluency in English, written and spoken, for team, stakeholder and partner communication.
- First experience in Customer Service for technical support or UAT / QA
- You are enrolled in either your first Bachelor or Master in Berlin/Brandenburg and have at least 1 year of studies left.

Preferred Qualifications
- Self-motivated team player who has a sense of urgency and has the ability to multi task.
- Analytical, reasoning, problem solving and troubleshooting skills.
- Good understanding of digital products, mobile phones, and related technologies (Android OS, iOS, Apple Watch OS, Bluetooth).
- Experience with portable devices (Kindle eReaders, MP3 players, Fire Tablets etc.).
- Knowledge in personal computers and related operating systems (Windows and Mac OS)
- Additional language skills, especially in Italian, Spanish, French or German for ticket and chat communication and localization tasks.
- Understanding of operations, organizational procedures and stakeholders (e.g. experience with ticketing systems, process improvements, different business departments, agile planning structures etc.) or transferable skills that can be adapted quickly.
- Readiness to work with a flexible work from home model, some tasks will require few but regular office attendance (up to two days per week).
- Readiness to work both independently and collaboratively in an interactive, diverse and dynamic environment.
- Readiness to learn working with a variety of tools, processes, devices, terminologies and stakeholders.

OUR OFFER

Support for ca. 20h per week, compensated with 14,-€ per hour.

Contribution on the long-run (ideally 1 to 2 years) as a fully-fledged team member.

Exciting opportunity to participate in the growth of a global digital audiobook provider.

International work environment in a beautiful Berlin Mitte location (home office possible too).

ABOUT AUDIBLE

At Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we've redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it's our people who make Audible's service possible. We're listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word. Audible offers a Hub+Home hybrid workplace model that gives employees flexibility between gathering in a common office space (work from hub) and remote work (work from home). Some teams will work mostly at hub, some mostly at home and others hybrid. For more information, please visit adbl.co/hybrid.

Audible is committed to a diverse and inclusive workplace. Audible is an equal opportunity employer and does not discriminate on the basis of ethnic origin, gender, religion or belief, disability, age, sexual identity, or any other legally protected status. We therefore ask you to exclude unnecessary information, such as a photo, date or place of birth, gen