Customer Support Specialist (German/English)
About the Role
We are looking for a German-speaking Customer Support Specialist to join a multilingual customer care team providing service and technical support for digital devices and related software products. In this role, you will communicate directly with end users via phone and email, troubleshoot issues, and ensure a high-quality customer experience.
This position is primarily focused on live calls in German, combined with written support and CRM-based case management. The ideal candidate has strong communication skills, logical thinking, and the ability to quickly understand product-related technical issues.
You will work in a collaborative, Ukrainian-speaking team that values knowledge sharing, continuous improvement, and customer-centric service delivery.
What You’ll Do
- Handle customer inquiries via phone and email in German and English
- Provide first-line technical troubleshooting for devices and software-related issues
- Identify customer needs through active listening and structured questioning
- Analyze requests and determine appropriate solutions or escalation paths
- Document customer interactions and resolutions in CRM systems
- Maintain accurate customer records and case updates
- Communicate clearly and professionally with native German-speaking users
- Collaborate with internal teams to resolve product or technical issues
- Learn product functionality, common issues, and support workflows
- Manage multiple requests while maintaining quality and response time targets
- Assist with non-German requests during lower call volumes when required
What We’re Looking For
- B2-C1 level German (spoken) — required for phone support
- B2 English level or higher
- Ukrainian B2+ for internal team communication
- 1+ year of experience in customer support or similar role
- Experience communicating with native speakers preferred
- Strong analytical thinking and problem-solving skills
- Ability to troubleshoot basic software and device-related issues
- Experience working with CRM systems
- Confident PC and mobile device usage
- Strong multitasking and communication skills
- Customer-oriented mindset and positive attitude
- Ability to work independently in a remote environment
Nice to Have:
- Experience in technical customer support
- Experience with phone-based support
- Additional European languages
- Experience working in multilingual support teams
Compensation & Conditions
- Performance bonus after full onboarding
- Contract via Ukrainian FOP (taxes covered after probation)
- Standard 2-month probation period
- Remote work or optional Kyiv office
- Friendly and collaborative team environment
Why You’ll Love Working With Us
- Work with an international customer base
- Join a supportive multilingual team
- Develop technical customer support skills
- Gain experience in product troubleshooting
- Remote flexibility with stable working hours
- Clear onboarding and training process
- Long-term collaboration opportunity
Hiring Process
- HR Interview
- Technical/Operational Interview
- Test day (8 hours) — a practical, real-work simulation designed to give you full insight into daily tasks, team workflow, and expectations, ensuring a mutual fit for both sides.
- Final decision
Required skills experience
| Communication with foreign customers | 1 year |
| CRM | 1 year |
| Customer orientation and personalization | 1 year |
Required languages
| English | B2 - Upper Intermediate |
| Ukrainian | C1 - Advanced |
| German | B2 - Upper Intermediate |