Customer Support Specialist (native or expert German)

Sherpany is a mission-led team dedicated to helping to create a world where teams lead together and every meeting counts with its state of the art meeting management tool. Every day, we support thousands of leaders at multinational enterprises and other large organizations in preparing and conducting their most important gatherings. Our work helps teams cooperate and collaborate more effectively, inspire each other and ultimately thrive. And we want to enable more of this.

Tasks

Your mission - Bring a smile to our customers face :-)

As a member of our Customer Support Team in Lisbon, you help our customers such as banks, insurances and pharma companies to find solutions in their daily use of our meeting management software. With your support you ensure that their use of our solution is a flawless experience and you illustrate how the product has the ability to set them free to do great work. Within Sherpany, you have the opportunity to closely interact with a multinational and talented team, learn how to become a master of your craft and embrace your job responsibilities, which include:

• Ensuring a very high (<10 seconds for calls; <60 seconds for a chat; <10 minutes for email), responsiveness of incoming support requests
• Monitoring users behaviour and proactively offering support
• Providing educational support or occasionally running educational webinars or customer calls
• Supporting internal stakeholders e.g. sales or customer success manager (all in English)
• Analysing and categorizing support cases and reports findings to Engineering (Incidents) or CSM (RFI s) with the request of taking corrective actions
• Ensuring ongoing increase of support efficiency by engaging in internal and external knowledge management (creating/ maintaining FAQ, Support Portal, Wiki)
• Engaging in product testing as the main source to ensure up to date product know-how
• Helping in product translations and reviewing translations in the app
• Offering best-effort translation services internally (following the capabilities)

Requirements

What we'll love about you:

• You are fluent (oral & written) in German; English is on a good business level
• You have experience in a similar position; supporting end users
• When talking to clients you excel through your outstanding communication skills and high service- and solution-orientation
• Customers, colleagues and superiors can count on you because you are a trustworthy, result-driven and reliable person

Benefits

How you can imagine us:

You are part of a company with people working from everywhere in the world, in which you can take lot of responsibility and your ideas are always welcome

• In order to maintain your work-life balance we offer flexible working hours, home office and/or remote-working
• Your personal and professional development is important to us which is why we offer financial support for further education, trainings etc.
• We work with modern Apple products; every employee receives an own MacBook
• Last but not least: Our corporate culture means a lot to us, which is why we organize regular team events and cultivate a value-centric cooperation

Our recruiting process:

1. Send your online application including portfolio
2. First interview with our recruiter
3. Interview with Line Manager
4. Final interview: Get to know the team and the job (half-day, remote)
5. Offer