Client Experience & Support Specialist

Key Responsibilities

• Ensure customers can fully utilize our solutions, providing guidance, troubleshooting, and proactive support.
• Provide L1 & L2 technical support, diagnosing and resolving hardware, software, and connectivity issues.
• Act as a subject matter expert, delivering first-class customer support with a focus on reliability, engagement, and success.
• Manage incoming service requests and incidents, ensuring timely response and resolution.
• Lead cross-functional efforts by partnering with Logistics and Quality to streamline the device return process.
• Track and resolve tickets using service desk tools (e.g., Jira, Zendesk, or similar) with a process-driven mindset, ensuring issues are fully resolved before closure.
• Conduct root cause analysis (RCA) and escalate critical issues to L3 support or relevant departments.
• Manage expectations and ensure service levels and timelines are met across product layers and the customer lifecycle.
• Apply a fail-forward mindset, continuously learning and improving support processes.
• Identify opportunities for efficiency gains and suggest improvements to internal workflows.
• Maintain a highly structured and exact approach to work, ensuring precision in problem-solving and documentation.
• Take a proactive and extroverted approach to customer engagement, fostering strong relationships and clear communication.
• Continuously analyze customer needs and feedback to recommend service improvements.

Required Skills & Qualifications

• You have relevant experience and technical expertise, with a proven ability to excel in this role - formal education is a plus but not required.
• Minimum two years of experience in a client-facing technical support or service desk role, ideally in logistics, information technology, or other relevant areas.
• Natural self-starter with a proactive approach, taking responsibility and pursuing targets with passion, ambition, and persistence.
• Strong conceptual and analytical thinking skills, combined with a deep understanding of customer needs, and bridging technology with customer requirements.
• Passionate about technical solutions, eager to learn and develop technical skills, and driven to solve complex issues.
• Excellent problem-solving skills, able to diagnose and troubleshoot L1 & L2 technical issues efficiently.
• Experience with CRM software, MS Office products, and service desk/project management tools (ideally Jira & Zoho).
• Experience with development tools such as DynamoDB, Grafana, Granit DB, or similar is a plus.
• Fluent in both English and German (spoken and written), with excellent communication skills for both technical and non-technical audiences.
• Strong customer engagement skills, enjoying interaction with people while being hands-on with technology.

Salary

• Currency: EUR

Remote Model

• N/A