Technical Customer Support

vor 4 Stunden

Berlin, Deutschland Smoobu GmbH Vollzeit

Company Description

Our team is the secret to our success. We are a young and ambitious team looking for great co-workers. Smoobu is proud to be working with inspiring colleagues who are smart, fun, ambitious, and looking for the challenge to transform an industry and take it into the future.

**Job Description**:
As Smoobu’s technical customer support specialist you will serve as second level support within our customer service team, responsible for assisting our customer service agents with technical questions that need further research or deeper technical understanding. You will act as a bridge between our customer service team and our product team as well as our developers. Additionally, you will support the technical integration of our strategic partners (via our API) and ensure a functioning future (technical) relationship with them.

With your work, you are able to actively advance our product development and processes with your ideas, should you desire to do so

**How you’ll add value**:

- create and manage technical support tickets raised by the service team, if possible, resolve on your own
- understanding, reproducing, documenting users' reports of software failure
- Help translating customer needs and feedback into product ideas
- support our head of product in prioritizing the backlog of our development team with feedback from the customer side of the business
- contact strategic partners in case of technical failures and inquire about possible solutions
- manage the technical part of our strategic partnerships and ensure that we can smoothly and successfully add new partners to our platform (focus on API connection)
- support on product testing for new releases / updates from business side

**Qualifications**:
**You’ll be successful in that role if you**:

- have 1-3 years of experience in a technical support role, preferably in software industry and/or with a SaaS product, additional plus, if experience with the above and semi-professional customers
- have the ability to explain technical issues to technical and nontechnical employees and customers
- are able to multitask and prioritize tasks
- posses strong problem-solving skills
- have knowledge / experience with modern IT solutions
- have experience using a ticket logging system
- are able to troubleshoot common web related issues while using technologies such as: chrome developer console or similar, Postman request manipulation or similar
- are an empathetic person with strong communication and interpersonal skills
- are eager to learn and execute on innovative ideas
- Optionally: Knowledge of basic PHP, JavaScript is a plus
- Optionally: Experience working with relational database engines (I.e. MySQL) is a plus

Additional Information
**We provide **
- an awesome startup atmosphere with high flexibility
- a job in one of the greatest startup cities
- the opportunity to work closely with management
- the chance to enter a career in the Travel Tech industry
- a competitive salary

Are you ready to help us scale up our company? Then send your CV and a short summary why you are interested in working with us. We are looking forward to your message

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