Technical Support Specialist - German Speaker (m / f / d)( 2 x Positions)

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Technical Support Specialist – German Speaker (m/f/d) – 2 Positions

Location: Solutions – Berlin, Germany

We’re a diverse group of committed individuals empowered to thrive on challenge, share ideas, and pursue our ambition to transform the way commerce works.

Join us if you want to help shape the future of commerce. At Productsup, you’ll be part of a vibrant culture that combines opportunities, ideas, and achievement.

Your role and goals

Productsup is a Berlin-based company with a strong international customer base. We are seeking a talented Customer Technical Support Specialist (m/f/d) to support our clients in German-speaking regions with platform-related inquiries. Your responsibilities include managing daily support tickets, collaborating with Second Level Support and Engineering, and contributing to documentation and team efforts.

In your first 3 months, you will:

• Become an expert on the Productsup platform, client use cases, and our Help Center content.
• Shadow the Technical Support and 2nd Level Technical Support teams, ask questions, and learn.
• Familiarize yourself with Zendesk workflows by responding to routine client questions.
• Use internal collaboration tools like Confluence and Jira effectively.

In your first 6 months and beyond, you will:

• Handle more complex requests independently and resolve client issues.
• Analyze client satisfaction surveys and implement improvement actions.
• Engage with the Product team to share client insights.
• Collaborate with our Academy to create content that enhances client knowledge.
• Proactively identify and communicate improvement opportunities within client accounts.
• Lead internal projects to improve tools and processes.

What you bring to the team:

• At least 1 year of professional experience in technical support for SaaS or Ad-Tech solutions.
• Fluency in German and English (spoken and written).
• Understanding of performance marketing and e-commerce industries.
• Strong technical affinity and problem-solving skills.
• Excellent time management and prioritization abilities.
• Customer-oriented mindset.
• Advanced analytical skills.
• Knowledge of Zendesk, Confluence, and Jira is preferred.

What we offer:

• Permanent position with competitive salary.
• Flexible remote work options.
• Comprehensive onboarding and ongoing training, including a yearly learning budget.
• Participation in CSR initiatives and Impact Day.
• Employee referral bonuses.
• Ownership opportunities in a multicultural environment with 40+ nationalities.
• Discounted Urban Sports membership.

We value diversity and are committed to equal opportunities, social responsibility, and sustainability. Everyone’s contribution is welcome.

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