Customer Support Sales Manager

5 days ago

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Readdle

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Software Development • Business and Personal Productivity • iOS Applications • Mobile

201 - 500

Description

• Check the incoming emails and answer them according to the priority depending on the type of request • Create tickets for the engineering team to investigate any technical issues or for the product team if it’s a valid request • Be proactive when it comes to identifying potential issues and reaching out to the customers to further assist with this • Monitor trial usage and reporting data with the help of our internal tools and systems • Update customers who are waiting for the status of open support or feature requests • Email or call a customer to assist them with setup or provide training in new functionality

Requirements

• Fluency in speaking and writing in English (Upper-Intermediate and higher) • 1+ year of experience in a customer support role in the IT industry (b2b SaaS will be a huge plus) • Experience with using JIRA/Confluence and any other support tool • Experience with CRM systems (e.g., Hubspot) with the ability to quickly learn new software • Understanding of the b2b product lifecycle • Be consistent when filling out data to the internal system • Familiarity with modern technologies (knowledge of APIs, understanding of how servers work, WebDAV protocols, integration principles, iOS/Mac ecosystems) • Ability to multi-task and work through problems independently • Excellent written and verbal communication skills • Focus on customer interaction to work on technical challenges • B2 in German would be a huge plus

Benefits

• Customer-centric culture. • Professional growth. • A team of amazing people. • Impact on our products. • Innovative culture.