Customer Support Representative (m/f) // EMnify
EMnify is a technology company that provides cloud-based SaaS and IaaS in the telecommunications and IoT spaces. Our company helps smart businesses from all over the world and from any industry vertical turn their ideas into connected products and services by providing elastic and user-defined connectivity. Our API-first approach, combined with the application of state-of-the-art technologies such as SDN, NFV, UDN, allows our customers to create virtually own mobile networks for their fleet of devices.
Key Activities: EMnify’s Customer Support Representative is the first point of contact for incoming support requests from our international customers.
- Make a great first impression, providing our customers with the confidence that they will be well taken care of while gathering and documenting requests, including all necessary information.
- Prioritize requests and find customer-oriented and suitable solutions, often in close collaboration with our success and operations teams, by using email, telephone and our ticket-system.
- Be responsible for our support and ticketing system, Zendesk, by following up with all requests until all issues are solved.
- Contribute to develop and improve processes of the support organization.
- Collaborate closely with our development and operations team as well as product management to continuously improve our user experience and our product from customer feedback.
- Contribute and maintain our knowledge database on a regular basis.
- Provide credibility by means of your technical education, e.g. network operations or telecommunications engineering.
- Experience in customer care/service.
- Strong passion for IoT and M2M products and markets.
- Familiarity on SaaS and cloud-based business models.
- Hands-on, team- and solution-oriented personality.
- You are fluent in English and German/Spanish. Any additional language is a plus.
- Experience in the use of a support ticketing system, e.g. Zendesk.
What we offer
- A chance to grow and make a real difference within EMnify’s global, fast-paced, agile, challenging market.
- Competitive, results-driven remuneration package.
- A young, dynamic, collaborative team; space to develop and shape an ambitious business.