Technical Support Specialist (f/m/d)
Immenstadt or Cambridge, Germany or United Kingdom
As Technical Support Specialist (f/m/d) you are part of our Community team in our headquarters in Immenstadt in the Allgäu or in our branch in Cambridge (UK). You will experience first-hand how the Outdooractive community grows every day with the goal of being the largest outdoor community worldwide. The B2C department is responsible for platform management and is the first point of contact when our registered users have questions about the portal or one of our apps. This is where community tips are passed on to the relevant departments and where external communication also comes together. In short: We are the home of the users and Pro/Pro+ members.
Your new job at Outdooractive entails
- Work as part of a small team providing second line support to Outdooractive's end users.
- Also assisting the community managers, who provide first line support.
- Develop and maintain a deep knowledge of the Outdooractive apps and services.
- Answer end-user queries about the Outdooractive apps and service.
- Explain complex issues to end-users in a clear and friendly manner.
- Using Zoho Desk to answer queries, in a range of languages, aided by computer translation.
- Troubleshoot and resolve issues.
- Report issues to the development team, with all necessary details and, if possible, steps to reproduce.
- Maintain an overview of all incoming tickets, issues and changes. Spot and report new issues as soon as they emerge.
- Resolve account queries, including locating missing and duplicate accounts, and refunds.
- Record user feedback, where possible advising of solutions from the existing feature set.
- Maintain support documentation.
- Working with a team to cover 7 days a week.
What Outdooractive expects from you
- Excellent working knowledge of iPhone, iOS and Android and apps; and of web applications and browsers.
- Experience of providing technical support to end users.
- Experience of a ticketing based support desk.
- Ability to apply existing knowledge to unfamiliar problems.
- Strong communication skills in both written and verbal English.
- Excellent time management, including the ability to prioritise conflicting tasks.
- Passion for providing customer service.
- Enthusiasm and participation in outdoors recreation.
- Enthusiasm for new and mobile technology.
- Experience with smart watches.
- Proficiency in any European languages.
- Experience supporting GPS or mapping based applications.
What Outdooractive offers
Become part of Outdooractive
We are looking forward to your compelling application (cover letter, CV, references) stating your earliest possible date of availability and your salary expectations.
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