Premium Support Specialist (d/f/m) - German Speaking
Core
Focal contact for premium customers, providing reactive and proactive multi-channel support to ensure high product adoption and retention.
Role type
Senior IC Premium Support Specialist (SaaS)
Builds
User-friendly HR platform for small and medium-sized organizations
Domain
HR Technology / SaaS
Deliverable
client delivery
Required skills
Multi-channel support, complex issue troubleshooting, customer relationship management, SaaS product knowledge, process improvement, knowledge base maintenance, upselling
Preferred skills
Experience with Zendesk, enterprise software platforms, cross-functional collaboration
Technologies
Zendesk, Fullview, Mailjet, Intercom Fin Copilot
Responsibilities
Manage premium customer portfolios, resolve technical and product challenges via chat/phone/email, guide customer configuration, collaborate with product teams, maintain internal knowledge base, suggest process improvements, educate customers on new features
Seniority
Senior, experienced professional
