About the job
At Brandwatch, we are committed to empowering individuals to create a meaningful impact. We value your voice, ideas, and unique perspectives that drive our collective success. As a member of our global team, you will flourish in an environment that encourages curiosity, collaboration, and innovation, all while contributing significantly to the brands we elevate.
Join us in redefining the future of communication and building authentic connections that matter. Whether you are tackling complex challenges or spearheading innovative solutions, your growth is our success, and together, we will shape the conversations of tomorrow.
Empower your impact at Brandwatch. Be seen, be understood, be you.
The Role
We are seeking a German-speaking Customer Support Specialist to provide exceptional support to our customers. In this role, you will address customer inquiries and support requests, troubleshoot issues, and ensure timely and accurate resolutions.
You will engage across various communication channels, maintain records of customer interactions, and collaborate with internal teams as necessary. This position is an excellent opportunity for someone who enjoys problem-solving, thrives in a structured environment, and is dedicated to delivering a top-notch customer experience.
Duties and Responsibilities
The responsibilities of this role include, but are not limited to:
- Responding to customer inquiries through phone, email, chat, or ticketing systems in accordance with service standards.
- Logging, categorizing, and managing customer interactions using our internal systems.
- Investigating and replicating reported issues where possible, documenting findings clearly.
- Escalating cases to relevant internal teams based on their impact and urgency.
- Keeping customers informed about progress, next steps, and resolutions.
- Staying current with product features, updates, and known issues.
- Contributing to internal knowledge bases by identifying gaps or opportunities for improvement.
- Effectively managing workload to meet service level expectations.
- Handling customer data in accordance with privacy and security policies.
