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Customer Support Representative (m/f)

GoodsCloud GmbH

Berlin

IT Sonstige

Beginn: Mai 2014

Anstellungsverhältnis: Vollzeit

Berufserfahrung: Mit Berufserfahrung


We are looking for a team player to join our Support Team. You must have the ability to understand complex commerce operations and understand how these processes can be represented in GoodsCloud. The position is for someone who is highly motivated and has the desire to work on the cutting edge of commerce operations. You must have the desire to help our customers proactively to succeed and to deliver outstanding support.

You will

  • Identify customer needs and cultivate a relationship with the customer to accelerate both GoodsCloud’s and the customer’s growth.
  • Advocate for the customer’s needs within the GoodsCloud team
  • Provide product and solution support to users of the GoodsCloud system
  • Contribute the evolution of methodologies, standards and best practices to support and foster customer success
  • Support and contribute to the best solutions for GoodsCloud’s support services
  • Understand GoodsCloud’s technology and business logic to support and troubleshoot users
  • Manage assigned cases in queue with little or no supervision
  • Manage individual product issues to resolution
  • Manage and extending the GoodsCloud knowledge base

We are looking for a Customer Support Representative who has

  • More than 3 years of providing customer facing product/technical support (web based products or e-commerce preferred)
  • Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, JSON, XML
  • Proficience with analyzing log files and standard debugging concepts
  • Experience in providing web development support is highly desirable
  • Familiarity with tools and practices of the trade such as case management, knowledge base, defect and escalation management
  • Experience providing API support
  • Experience supporting e-commerce operation applications with orders, returns, product management and billing is highly desirable
  • Experience providing SaaS support is desirable
  • Excellent communication skills (verbal and written)
  • Versatility, flexibility, and enthusiasm to work in a fast paced and dynamic environment

Felix Schulte - jobs@goodscloud.com

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