Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Rastede
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will be the first point of contact, handling customer inquiries about the email marketing software, analyzing support cases, documenting them, optimizing processes, and working closely with all departments.
Your role in the team
- As part of our support team, you are the first point of contact for our customers.
- You ensure that they can use our email marketing software efficiently and always feel well supported.
- Processing customer inquiries via email, phone, and ticketing system.
- Expert advice on the features and application possibilities of our software.
- Support with technical and application-related questions.
- Analysis and independent resolution of support cases in 1st Level.
- Follow-up on open inquiries until final clarification.
- Escalation of more complex topics to 2nd Level Support.
- Thorough documentation in the ticketing system.
- Contributing to the expansion of our knowledge database.
- Identification of recurring themes for sustainable process optimization.
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Our expectations of you
Qualifications
- Strong service and solution orientation.
- Very good spoken and written German skills.
- Structured and independent way of working.
- Enjoyment of digital communication.
- Knowledge in handling ticketing systems or CRM tools.
- Good command of English.
Experience
- Initial experience in customer service, support, or a comparable position.
- Basic technical understanding or experience in the SaaS environment.
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What we offer
- Our support is not the final destination.
- Since you get to know our product and our customers best here, excellent development opportunities may arise.
- Some of our experts in 2nd Level Support, Quality Management, or Product Management started their journey with us in 1st Level.
- You work closely with all departments, gaining deep insights into the processes of an internationally operating SaaS company.
- Your feedback from direct customer contact directly influences the prioritization of new features and the optimization of our software.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Job Locations
This is your employer
CleverReach GmbH & Co. KG
CleverReach® is one of the most successful cloud-based email marketing tools. Founded as a spin-off of software company Ashampoo®, CleverReach® has been delighting more than 240,000 customers in 152 countries since 2007.
Description
- Founding year
- 2007
- Company Type
- Digital Agency
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
first-level supporter
- Location
- Rastede
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
