Role: Customer/ Technical Support Representative (German Language)

Joining requirement: Immediate Joiners (Only)

Location: Krakow, Poland

Project: Customer success program focused on improving product adoption, usage, and revenues 

Job Description: 

Help advertisers improve returns via technical implementation and consultation that includes setting up campaigns and tracking tools and best practice sharing 

Duties: 

Place outbound / receive inbound calls - Assist advertisers in code implementation/campaign setup - provide relevant and effective solutions & create memorable experiences 

Responsibilities:

• Shift and schedule adherence 
• Timely follow-ups and schedule callbacks to customers where necessary 
• Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments/tasks 
• Make advertisers and their needs a primary focus of his/her actions; developing and sustaining productive customer relationships. 
• Display expertise thorough understanding of products and processes. 
• Actively support the advertiser in all aspects through to code implementation, keeping the advertiser and other key stakeholders informed and updated through the process. 
• Escalate problems/issues to the Supervisor / Technical Experts when warranted. 
• Meet QA/QC requirements and other key performance metrics. 
• Proactive communication with advertisers and stakeholders. 
• Strict adherence to company policies and processes. 
• Effective use of tools. 

Competencies:

• Customer Success - Doing the right thing for customers. 
• Consulting - Analyze, interpret and advise in order to help Client /customers to make the best possible choices and provide solutions to meet their strategic goals. 
• Delivering Results - Maintaining a high level of commitment to personally getting things done 
• Quality Focus - Promoting and maintaining high standards of quality at work. 
• Customer Service - Recognizing and understanding customers ‘needs and delivering in a manner that exceeds customers' expectations. 
• Functional Acumen - Having the skills, knowledge, and abilities necessary to be effective in the specific functional content of a job. 
• Policies, Processes, And Procedures - Following organizational procedures and guidelines to accomplish objectives. 
• Interpersonal Communication - Communicating clearly and effectively with people inside and outside of the organization. 
• Planning And Organising - Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities. 
• Adapting To Change - Adapting to changing situations and restructuring tasks and priorities as changes occur within the business and organization. 
• Continuous Learning - Striving to expand knowledge and refine skills through education and training. Inspiring others to develop and refine knowledge and skills relevant to their work.