Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Berlin
- Working Model
- Full Remote
Job Summary
In this role, you will handle product-related inquiries, document issues, create content for the knowledge base, and conduct quality checks to ensure exceptional customer support is provided.
Job Technologies
Your role in the team
- As a Product Support Specialist, you will serve as the first point of contact for product-related inquiries, focusing on providing exceptional support to our clients.
- Act as the first line of support on product-related queries via chat, responding with empathy, clarity, and efficiency to resolve issues quickly.
- Document bug reports, review logs, and identify recurring issues; collaborate closely with Product Engineering to escalate and track resolution without the need for direct debugging or code fixes.
- Perform pre-release QA checks to ensure you are up to date.
- Own and update the knowledge base, including creating help center articles that simplify complex topics for our customers.
- Create videos and own communication on new feature releases and get our users excited about new functionalities.
- Continuously refine support processes to optimize customer experiences and improve efficiency.
- Serve as the technical product expert, training Customer Success Managers on product features and common troubleshooting methods to help them handle customer inquiries effectively.
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Our expectations of you
Qualifications
- The ideal candidate has a background in technical product support within a B2B SaaS environment, with a strong understanding of software products.
- Familiarity with cloud platforms (AWS, Google Cloud, Microsoft Azure), APIs, and a good understanding of support tools like Zendesk/Intercom.
- You should be capable of extracting information and analyzing data using SQL in your day-to-day work.
- Skilled at analyzing issues and collaborating with engineering teams to solve complex technical problems without hands-on coding.
- Exceptional written and verbal communication in English and German, comfortable in customer chat interactions and in crafting detailed knowledge base articles.
- Driven to take full ownership of customer issues from identification to resolution, including documentation.
- Enthusiastic about working in a fast-paced startup environment, quick to learn, and proactive in adopting new tools and technologies.
Experience
- 1-4 years of customer-facing experience in technical support or similar roles in a SaaS company.
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What we offer
- 100% remote work with a virtual office in Gather.
- Industry-competitive local salaries. We pay local rates that are at or above the market.
- Generous equity package - we're all owners of Secfix and beneficiaries of our collective success.
- We are backed by top VCs and accelerators and have direct access to world-class mentors.
- €1,000 annual personal development budget.
- Home office budget and access to co-working spaces.
- 26 days holiday + local public holidays.
- Umfassende Krankenversicherung.
- Annual retreat to build connections and inspire ideas (this year we're headed to Milan!).
- Company-wide events to build relationships and have some fun!
- Latest tech equipment (MacBook, monitors, headphones).
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Benefits
Work-Life-Integration
Topics that you deal with on the job
Job Locations
This is your employer
Secfix
Secfix GmbH, founded in 2021 in Berlin, focuses on developing an automated compliance platform. With offices in Munich and Berlin, the company assists European firms in adhering to security standards and certifications. Secfix has established itself as a leading platform in the field of security compliance and employs AI-driven automation to enhance compliance processes.
Description
- Company Type
- Startup
- Working Model
- Full Remote
- Industry
- Internet, IT, Telecommunication
Product Support Specialist
- Location
- Berlin
- Working Model
- Full Remote
- Diversity
- Open for all genders
