Customer Support Specialist (with German)

We are looking for a Customer Support Specialist with proficiency in German to work with our Swiss client, specializing in software solutions for insurance brokers and financial service providers. The new team member will become part of a dedicated team managed by the client.
Team composition: Development Team Lead, Developers, Support Team Lead, Support Specialists, Product Owner.

Requirements:
- Proficient in spoken and written German.
- Experience with customer support.
- Strong focus on the customer.
- Quick understanding of customer problems.
- Ability to solve problems pragmatically or identify alternatives.
- Well-organized and structured working style.
- Ability to maintain overview even in stressful situations.

Would be a plus:
- Experience in IT Support.
- Experience in the Insurance industry.
- Good knowledge of MS Office applications.
- Experience with MS 365.

Responsibilities:
- Responsible for customer product adoption (knowing client products inside out to be able to answer user questions).
- Requirements gathering (adoption of customer).
- Documenting requirements for the development team.
- Performing acceptance testing.
- Documenting cases/issues in a way that developers can quickly understand and reproduce the problem (client bug reports tracking).
- Maintaining a positive, empathetic, and professional attitude toward customers.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels (email, phone, WhatsApp, etc.).
- Acknowledging and resolving customer complaints.
- Keeping records of customer interactions in the ticketing system.
- Maintenance of the knowledge database.
- Communicating and coordinating with colleagues as necessary.
- Creating a daily status sheet of Customer Support.
- Ensuring customer satisfaction and providing professional customer support.

About Ascendix Technologies

Ascendix Technologies is a software and services technology company founded in 1996 and headquartered in the United States, in Dallas, Texas.

The company has software development centers and branch offices in Poland, Portugal, and Ukraine, and distributed teams all over Europe, as we cooperate remotely since 2020.

We are a community of professionals committed to delivering second-nature solutions globally to digitize, optimize, and leverage processes. We specialize in building solutions for globally-focused businesses that look to leverage cloud computing, and commercial and open-source technologies for big data, search, applications, and cross-platform mobility. We have deep experience in .com CRM platforms, and offer products, services, and productivity modules.

Company website:
https://ascendixtech.com/careers/

DOU company page:
https://jobs.dou.ua/companies/ascendix/