Customer Support Specialist - DACH

As a Customer Support Specialist at Shiftbase, you are the first point of contact for our customers. You help users with questions about our software, resolve technical issues, and ensure that every customer receives quick and friendly assistance.

What you'll do

• Answer customer questions via email, chat, and telephone.
• Support users in using the platform and explaining functionalities.
• Solve first-line technical issues.
• Escalate more complex issues to the 2nd line support team.
• Collect feedback from customers and share it with internal teams.
• Maintain high customer satisfaction due to fast and careful follow-up.
• Reduce recurring questions by identifying and reporting common problems.
• Achieve a high 'first contact resolution' score (approximately 75%).

What you'll need

• Strong communication skills in German and English.
• Technical insight and ability to explain complex functionalities clearly.
• Customer-focused mindset with patience and empathy.
• Problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.