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Role Description

As our Customer Support Specialist, you will be primarily responsible for front line technical support of our product solutions.

Manage customer support tickets, calls and emails within service level agreement requirements, including confidential information
Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues
Identify, evaluate and resolve customer computer, system, server and user related issues
Document issues and resolution progress
Educate/train internal team members on processes, products and technical escalations
Educate/train customers on solutions current status, delivery alternatives and announced updates
Enhance program and product awareness with focused messaging
Identify and propose potential system and customer relationship enhancements, including upsell opportunities
Interpret and communicate specialized technical material into information usable by customers
Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design

Qualifications

2+ years of experience in customer service and software support
Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies
Proficiency in updating and managing CRM; Salesforce preferred
Training experience with the ability to adapt facilitation style to engage your audience
Ability to learn and assimilate new information quickly
Ability to evaluate and define customer and system needs
Ability to work within a team environment to achieve results
Attention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on priorities
Ability to drive results through effective communication, product and industry knowledge (service), and service-oriented problem solving
Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust

Requirements

Benefits

Career growth with market-leading training and an unwavering commitment to owning your career plan
Competitive and transparent pay practices
Top-of-the-range wellbeing programs and brilliant opt-in benefits
Meaningful purpose with products and solutions that have real-life impact
Life flexibility to care for yourself, your loved ones and your community
An inspiring culture with leaders that care and invested teammates
Industry leadership in a fast-growing organization known for excellence, profitability, and stability

NAVEX Germany GmbH

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