Customer Support Expert

October 20

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Natif.ai

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Data Capturing • OCR • Automation • Document Process • API

11 - 50

💰 Seed Round on 2022-03

Description

• As a Customer Support Expert (m/f/d) at natif.ai you are responsible for the satisfaction of our customers and play a major role in the overall success of our platform • With a solid understanding of our AI-based document processing technology, you will provide the best possible service to our customers • You improve our processes and knowledge base and build strong, lasting relationships with our customers • You work closely with cross-functional teams to handle enquiries and implement valuable customer feedback • You represent natif.ai to our customers and provide excellent customer support • You are an expert on our platform and proactively contribute new ideas • You ensure that our customers achieve their goals with our product and therefore always solve their problems quickly and reliably • You lead and participate in regular Root Cause Analyses (RCA) to improve our processes and knowledge base • You are independently responsible for first and second level support and manage third level support requests together with our development team • You manage, maintain and expand our documentation and our HelpCentre • You work closely with the Customer Success, Solution Engineering, Product and Sales teams to continuously improve our product and service and identify bugs

Requirements

• You have a degree in (business) informatics, engineering or a related field or you already have experience in software support • You have experience working with customers in the B2B sector • You have strong problem-solving skills and are able to break down complex issues and seek support when needed • You find it easy to communicate with customers and explain complicated issues in a way that is easy to understand • Customer service is your passion: you always offer your customers the best possible support • You have experience with REST API and have a good understanding of JSON structure and troubleshooting • You are familiar with leading ticketing systems such as Jira Service Management • You are a strong communicator in both German and English

Benefits

• Attractive compensation: Benefit from a competitive compensation package, regular team events and a variety of other benefits • Work-life-balance: We attach great importance to work-life balance. Flexible working hours and the possibility to work from home guarantee this balance