Customer Support Specialist native or expert German

Sherpany is the Swiss market leader for meeting management software. Since its founding in 2011 it has pursued the goal of creating a world in which every meeting counts. Over 400 European companies and 12000 decisionmakers are already using Sherpany with the aim of making their business relevant meetings more productive and thereby increasing corporate success. With headquarters in Zurich and 130 Sherpanees from 27 different nationalities we are an international company with a flat hierarchy in which you can take lot of responsibility and your ideas are always welcome.

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 insurance and pharma companies to find solutions in their daily use of our meeting management software. With your whiteglove support you ensure that their use of our solution is a flawless experience and you educate how the product can set them free to do excellent meetings. 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 includes:

• Ensuring a very high (<10 seconds for calls; <60 seconds for a chat; <10 minutes for email) responsiveness of incoming support requests
• Monitoring users behavior 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)
• Analyzing and categorizing support cases and reporting findings to 2nd line of support (Incidents) or account managers (RFIs) 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 uptodate product knowhow
• Helping in product translations and reviewing translations in the app
• Offering besteffort translation services internally (following the capabilities)

Requirements

What we will love about you:

• You are fluent (oral & written) in German; English is on a good business level
• Be able to be organised and responsible in a remote work environment
• You have experience in a similar position; supporting end users
• When interacting with our users you excel through your outstanding communication skills and high service and solutionorientation
• Customers and Sherpanees can count on you because you are a trustworthy resultdriven 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 worklife balance we offer flexible working hours home office and/or remoteworking
• 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 valuecentric cooperation

Our recruiting process:

1. Interview with our Talent Acquisition Specialist
2. Show us your skills in a Code Challenge
3. Meet our Squad Lead and BE Chapter
4. Meet our VP of Engineering and your potencial future Squad
5. Offer

Are you ready for the challenge We look forward to receiving your application!