Software Support Specialist - German Speaker - Remote

Overview

As a Software Support Specialist, you play a crucial role in providing accurate and timely support to our clients. You will provide support by addressing inbound software queries through various channels such as portal, email, telephone, and chat. Your responsibilities include promptly responding to clients' requests, accurately documenting issues and resolutions, and proactively identifying trends for management attention. You use your knowledge and expertise to mentor/coach new team members and assist level 1 associates. This position may require working specific scheduled shifts to ensure global support for coverage.

In Short

• Demonstrate an in-depth understanding of one or more Rithum platforms; may serve as a subject matter expert (SME) in a specific area of expertise.
• Handle inbound software support requests through various channels, including the portal, email, telephone, and chat. (Tier 1 and 2 support)
• Send proactive outbound communications to clients regarding file or communication failures.
• Accurately document client issues and all actions taken (both internal and external) using ticketing software.
• Consistently meet or exceed departmental and individual performance goals, including metrics such as client satisfaction, initial response time, issue resolution, and quality scorecard results.
• Create and/or escalate support requests to Engineering for Tier 1, 2, or 3 issues.
• Identify and communicate emerging trends to management based on ticket patterns and client feedback.
• Create and maintain internal knowledge base articles and other support resources.
• Support client satisfaction efforts through analysis and outreach.
• Contribute to special projects as assigned.

Requirements

• 1+ years computer/technical/call center client service experience.
• Fluent in both written and spoken English and German.
• Interpersonal and problem-solving skills.
• Ability to organize work and multi-task.
• Demonstrated ability to write in clear, concise, organized manner with appropriate level of detail.
• Experience with Windows computing environment, MS Office.
• Effective collaborator with proven process improvement skills.
• Must have reliable Internet access.

Benefits

• Enhanced Private Medical Insurance and a Health Cash Back Plan.
• Life insurance & disability benefits.
• Pension plan with 4% Company match.
• Competitive time off package with 25 Days of PTO, 8 Company-Paid Holidays, 2 Wellness days and 1 Paid Volunteer Day.
• Flexibility to choose where you work - at home, in the London office, or both!
• Access to tools to support your wellbeing such as the Calm App and an Employee Assistance Program.
• Professional development stipend and learning and development offerings to help you build the skills and connections you need to move forward in your career.
• Charitable contribution match per team member.