Customer Support Representative - DACH

at  Netigate

Discover Netigate, the game-changing platform revolutionizing employee engagement and customer experience. We empower organizations to gather valuable insights, drive meaningful interactions, and deliver exceptional results. With our intuitive interface and advanced analytics, companies can listen, understand, and act on insights from their workforce as well as their customers. Join our dynamic team of passionate individuals shaping the future of engagement and experience. Apply now and let’s transform the way businesses connect and thrive in the digital age. Together, we will unlock the full potential of employee engagement and customer satisfaction.
Our culture is built on collaboration, creativity, and continuous learning. We value diversity, inclusion, and the “power of WE”- different perspectives. We foster an environment where ideas are shared, challenges are embraced, and growth is nurtured

ABOUT THE ROLE:

Our Customer Support team is looking for a new team player with outstanding customer service skills and a knack for creative problem resolution. Areas of responsibility include inbound inquiry management and technical support as well as helping to improve our platform and routines. This is an excellent opportunity for someone who thrives in a role that values the importance of customer experience whilst contributing to a fun and high-performing team.

Your mission at Netigate:

• Respond promptly and accurately to incoming customer inquiries by phone, email or chat.
• Identifying customer concerns and helping customers use certain features on our portal.
• Analysing and reporting product failures (e.g. by testing different scenarios).
• The incident management lifecycle starts with us in support.
• Sharing feature requests via our ideas portal.
• Follow up with customers to ensure their technical issues have been resolve.
• Feedback and testing of fixed bugs from development.
• Jira, Salesforce and MS Teams are your daily tools.

TO FIT IN THE ROLE, IT WOULD BE GREAT IF YOU:

• Have already experience as a Customer Support Specialist or in a similar CS position.
• Are fluent in both German and English.
• Have strong communication skills and a service-minded attitude and always think “Customer first”.
• Enjoy working with technical challenges in an international team.
  If you, in addition to the above, have at least one year experience of working with customer service and/or in a SaaS company, you might be the perfect candidate!