Customer Support Rep (Bilingual EN/DE) for SaaS
Skills Required
Description
We’re looking for a Customer Support Representative fluent in English and German to provide outstanding assistance to users of our SaaS platform. Your role will focus on ensuring customers get timely, helpful, and friendly support through multiple communication channels.
You’ll handle inquiries via live chat, email, and ticketing systems, assisting users with technical questions, troubleshooting steps, and product navigation. Every interaction should feel human, empathetic, and solution-oriented.
The ideal candidate will have prior experience supporting software or web-based products. Understanding how to guide users through common SaaS workflows will help you respond efficiently and confidently.
You’ll become deeply familiar with our platform’s features, learning the product inside and out. The ability to communicate complex solutions in simple, friendly terms will define your success here.
Accuracy and patience are key. You’ll manage multiple conversations at once while maintaining professionalism and composure, even when users are frustrated or confused.
Every ticket you resolve should leave a positive impression. Whether it’s a password reset, account setup, or billing clarification, you’ll aim to make customers feel heard and supported.
You’ll document all support interactions in our CRM system, ensuring complete records for future follow-ups and analytics. Attention to detail in note-taking and tagging will help the ...