Technical Specialist (m/f/d)

Your role and goals

Productsup is a Berlin-based company with a strong international customer base. We're now looking for a talented Technical Specialist (m/f/d) who can support our clients with all their questions about our platform. In your role, you'll oversee the day-to-day tickets, prioritize them, work together with Second Level Support and Engineering to solve them, collaborate on documentation and work closely with the other Solutions team members.

In your first 3 months you will:

• Become an expert on the Productsup platform, our client’s use cases and our Help Center content
• Shadow the Technical Support and 2nd Level Technical Support teams during their work, actively ask questions and learn
• Familiarize yourself with our Zendesk workflows by responding to routine client questions via the tool
• Successfully work in internal collaboration tools like Confluence and Jira

In your first 6 months and beyond you will:

• Manage and resolve more advanced requests and questions and independently answer and resolve calls/emails
• Analyzing satisfaction survey results from your clients and formulating action items
• Have a ongoing exchange with our Product team about insights into our client’s needs
• Work closely with our Academy in order to create relevant content for improving client knowledge and reducing basic questions
• Proactively communicate improvement potential within client’s accounts to Client Success Management and be a strong partner in their preparation for relationship nurturing calls
• Own team-internal projects for improvements of tools and processes

What you bring to the team

• 1-2 years professional experience in technical support/CRM tools for an Ad-Tech or complex SaaS solution
• Fluent in English language (written & spoken)
• Solid understanding of the performance marketing & e-commerce industry
• Strong technical affinity and a desire to solve complex technical issues
• Well developed time-management skills, a strong sense of urgency and the ability to prioritize important tasks and projects
• A strong client-oriented thinking pattern
• Advanced analytical skills
• Knowledge of Zendesk, Confluence and JIRA is preferred

What we offer you

• A permanent position with an attractive salary at our growing company
• The option to work remotely and flexibly, because we know outstanding talent knows best how and where to work
• A unique and thorough onboarding program where you’ll learn the ins and outs of our company and product
• Ongoing internal and external training, plus a yearly learning budget to help you continuously grow professionally and further your career with Productsup
• Opportunities for engaging in our Corporate Social Responsibility initiatives, plus one paid Impact Day per year dedicated to voluntary work
• Employee referral bonuses: we know that talent attracts talent, and we encourage you to refer people you know to join our team
• The opportunity to take ownership and responsibility, impacting the company’s growth in an international environment with 40+ nationalities
• Employee assistance program