German Customer Support Specialist

We are looking for people who:

• Are fluent in English and German
• Have a minimum of 1 year of experience in a customer support or technical support role, preferably within a software or technology company
• Have a strong foundation in technical troubleshooting and enjoy delving into complex technical queries
• Are adept at understanding and using product documentation to resolve customer issues effectively
• Are self-motivated, always curious, and consistently eager to learn, with a growth mindset
• Enjoy developing technical skills and acquiring comprehensive knowledge of our product and related technical concepts
• Demonstrate a strong customer-first mentality and enjoy helping others by adding long-term value
• Thrive in a dynamic and collaborative environment and are comfortable with ambiguity
• Embody our HEART values and contribute positively to our company culture

In this role, you will:

• Utilise phone, live chat, and web tickets to partner with customers, effectively resolving issues and adapting to fluctuating inquiry volumes
• Apply business acumen to customer situations to proactively identify challenges and opportunities
• Remove technical barriers for customers and guide them through various tools within HubSpot
• Independently utilise support resources and tools to comprehend new and technical information
• Implement troubleshooting frameworks to test, replicate, and investigate technical queries, minimising escalations and resolution time
• Identify and diagnose software issues to enhance the product experience for customers
• Deliver thoughtful, empathetic, and comprehensive resolutions tailored to each customer, facilitating their business growth
• Collaborate within HubSpot to deepen customer engagement with our platform and enhance overall customer experience
• Serve as a role model and trusted advisor, demonstrating a customer-first mindset and taking ownership of even the most complex and sensitive issues