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About
We are looking for a Technical Support Specialist/Customer Support Specialist to act as the first point of contact for customer queries across our suite of software platforms. This role is suited to someone who enjoys problem‑solving, understanding how systems work, and has a passion for technology and customer service.
The role can be based remotely anywhere in Germany, with ad hoc visits to our office when needed.
The ideal candidate will be a real team player with a strong interest in technology, a positive and proactive mindset, and the ability to break down technical problems into simple, clear solutions for our customers.
*About us*
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.
*Key responsibilities include:*
* 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
* 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
*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 passion and interest in technology
* 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.
Job Types: Full-time, Permanent
Language:
* English (Required)
* German (Required)
Work Location: Remote
Languages
- English
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