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Product Support Specialist (German Speaking)

Employer
Brandwatch
Location
Brighton, East Sussex
Salary
Competitive
Closing date
8 Apr 2019

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Sector
Technology, IT, IT Support
Function
Customer Service
Contract Type
Permanent
Hours
Full Time

Job Details

Description

We are looking for a smart and enthusiastic Product Support Specialist to join our Product Support team in Brighton.

As a main point of contact for our customers, team members in this role will provide high level technical assistance with our products, but also gather and share important information regarding customer challenges.

The role involves working closely and collaboratively with the Technical Support, Engineering and Customer Success teams to provide our customers with the best possible user experience when working with our products.

Responsibilities:

  • Answer customer questions accommodating and adapting responses to a wide range of customer skill levels
  • Troubleshoot a variety of technical issues in powerful SaaS platforms, fixing issues for customers or escalating to Technical Support where required
  • Explain and educate customers on product functionality and refer them to relevant documentation
  • Keep customers regularly updated throughout the investigation of issues
  • Work and communicate effectively within the larger Brandwatch team
  • Escalate suggestions on new features to the Product team on behalf of our customers
  • Assist in the creation and maintenance of technical documentation

The ideal candidate will have:

  • Fluent English and German language skills - written and oral
  • Experience of working in a fast-paced Product Support environment
  • Experience in responding to and resolving customer issues over email
  • Excellent written and oral communication
  • Creative, efficient problem solving skills
  • The ability to quickly learn and understand new technologies
  • A positive, self-starter attitude with good organisation and attention to detail
  • Flexibility to work outside of standard business hours where required

Nice to have:

  • Experience using Zendesk and JIRA or similar ticketing software
  • Fluent French language skills - written and oral
  • Knowledge of technical languages, such as PSQL and JavaScript
  • Batchelors degree in any related disciplines

Company

Description

At the core of our business is the global Customer Success team. Over 80 people across 6 offices, all working towards one mission: ‘Make Every Customer Successful’. Our mantra is what drives us to ensure that all of Brandwatch’s customers get the very best out of our technology. In the ever changing world of social media, we are constantly called upon to help our clients leverage insights to inform business decisions. We build our understanding of our clients businesses, we help them overcome challenges, and we seek opportunities to highlight the impact of Brandwatch on the way they do business. 

What we offer: 

Benefits: We offer a range of benefits including; bike to work scheme, pension contribution and discounted gym memberships. 

Culture: Brandwatch is a place where the lines between work and fun are blurred. As a growing international company, with 6 offices across the globe, communication is key to ensure everyone’s voices are heard, and helps us maintain our flat structure. We listen and learn. We develop our staff. We care about everything, and above all we support each other. 

Working for Brandwatch: Brandwatch Brighton is where it all began. We can be found in the vibrant North Laines in our contemporary offices. Whilst we don’t believe in stereotypes, we do host yoga classes and Juice Mondays. We have cupboards bursting with snacks, a well-stocked drinks fridge, sushi lunches, flexible working spaces, weekly massages and if you’re lucky we’ll even treat you to an ice-cream on the beach. 

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Company info
Telephone
01273448846
Location
Sovereign House, Church Street, Brighton
Brighton
Brighton
South East/Southern
BN1 1UJ
GB

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