Customer Support Specialist

About Us

Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW's app-based platform provides a secure, brand-compliant solution -- for dealers to build trust, transparency and long-lasting relationships.

CitNOW Group was formed in 2021 to unite a portfolio of 12 global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience.

We have over 300 employees worldwide who all contribute to our vision to provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer moment.

The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group's award winning, collaborative and inclusive culture. Recognised recently within the Top 25 Best Mid Sized Companies to work for within the UK, we pride ourselves on being a great place to work.

About the Role

The Customer Support Advisor is the first point of contact for customer queries via telephone and email, managing cases through their entire lifecycle from the first point of contact through to a successful resolution.

This role is based at our offices in Hamburg, however we appreciate the importance of a positive work life balance and have a hybrid working pattern in place.

The ideal candidate will be a real team player, with a passion for technology and the ability to take customer's queries and provide solutions in a simple and straightforward way. We are looking for individuals with a positive, can-do attitude, who love problem solving and working within a fast-paced environment.

Key Responsibilities:

• Receiving, logging and managing cases raised from customers and internal staff via telephone and email
• Manage all incoming cases in a professional, courteous manner, always going above and beyond to delight our customers
• Utilise your knowledge of CitNOW Group products to solve cases efficiently and strive to achieve a first-time call resolution
• Conduct full and thorough diagnostics with end users, ensuring all cases are progressed and cleared within SLA's
• Take ownership of cases and manage them through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Where appropriate, escalate tickets to the relevant internal or external team, providing a detailed synopsis of all activity to date
• Utilise support ticket software to log, monitor, update and resolve customer problems in a timely and efficient manner
• Complete service admin requests inclusive of setting up new users and resetting passwords
• Maintain and develop product and system knowledge and skills to assist with first time call resolution
• Publish support documentation to assist staff with requests for information and provide staff training when required
• Keep all Company documentation up to date while also writing standard operating procedures for repeated tasks
• Collaborate on internal projects as required to ensure continuous improvement
• Develop and maintain customer relationships by ensuring the customers experience is positive from the beginning of their journey to the end
• Other administrative tasks as and when required

We Are Looking For:

• Fluency in German is essential, with a good level of spoken English
• Polish language skills are desirable but not essential
• A strong and proactive communicator with the ability to build strong relationship with internal and external stakeholders
• A process-oriented, hands on and adaptable individual

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.

We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us.

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone's individuality is valued.

Benefits:

• Paid Holidays
• Flexi-time
• Additional two half days paid leave per year
• Opportunities for development and career progression
• Collaborative and inclusive culture
• Hybrid working pattern