Customer Care Advisor - German Speaking

April 12

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Hyland

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Hyland is a company that provides a collaborative community platform for its customers and partners, offering access to resources such as products, solutions, and updates. The platform enables users to share feedback, ask questions, and connect with each other, fostering operational knowledge and organizational value. Hyland Community aims to enhance user experience by facilitating interaction between experts and community members.

Capture • Content Management • Business Process Automation • Case Management • Customer Communications Management

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

📋 Description

• Assist with ensuring a high level of customer satisfaction through issue engagement follow-up escalation and resolution by channeling requests to the appropriate resources in a timely fashion • Maintain management awareness of high-impact customer and partner issues and communicate needs as appropriate for additional consideration and attention • Document all customer and partner interactions in the case management system according to department guidelines. • Gain understanding of the company roles and responsibilities of the teams customer care interacts with and applicable processes and procedures; apply this knowledge to resolution of customer care engagements. • Assist with the coordination of technical and non-technical resources across departments to develop issues resolution action plans to the benefit of customers and partners • Act as customers and partners primary point of contact for escalation of acute support delivery experience concerns • Maintain regular clear and professional written and verbal communication with customers partners and internal stakeholders on assigned engagements adapting written and verbal communication style to suit different audiences. • Participate in recurring meetings to address acute support experience events. • Facilitate new customer introductions to support/customer success following guidelines processes and procedures established • Assist in the creation and facilitation of calling campaigns and various projects as needed

🎯 Requirements

• College degree preferred (B.S., B.A., Associate's degree in Business Administration or Computer Science) or equivalent work experience; • A minimum of 2 years experience in an administrative or customer service role, preferably for a support organization • Able to learn technology particularly as it relates to identifying customers' business processes • Professional clear written and verbal communication skills • Motivated to help others • Able to thrive in a fast paced environment • Highly organized and experienced at successfully multi-tasking and prioritizing while remaining detail oriented • Demonstrated ability to use sound judgment and appropriately escalate issues for guidance • Collaborative skills applied successfully within team as well as with other areas • Demonstrated critical thinking and problem solving skills • Understanding of technology particularly as it relates to its use in various industries and business processes • Work varying shifts to address customer and partner needs within their business hours both domestic and international on an as needed basis • May require up to 10% travel.