Bilingual English-German Customer Support Specialist (Software Project)

Job Title: Bilingual English-German Customer Support Specialist (Software Project)

Location: Remote (Work hours: CET 9 am – 6 pm)

Company: Callnovo Inc.

Overview:

We are seeking a dedicated and skilled Bilingual English-German Customer Support Specialist to join our team for a software project. The ideal candidate will have excellent communication skills, technical expertise, and the ability to provide exceptional customer service.

Responsibilities:

1. Respond to customer requests, translators, resellers, and system administrators regarding the use of Avanquest’s PDF B2B products.
2. Analyze basic issues by recreating customer environments and conducting remote meetings.
3. Write problem summaries to facilitate faster processing and collaborate directly with the development team for product improvements.
4. Develop quick solutions or workarounds for customer issues.
5. Follow standard response templates to ensure consistent and accurate support.
6. Document issues in the ticket system for further processing by the development team.
7. Analyze complex issues by recreating customer environments and conducting remote meetings.
8. Develop and update response templates.
9. Solve complex problems and discuss new features with the development team.
10. Create and maintain detailed documentation of issues, solutions, and troubleshooting steps.

Requirements:

• Communication Skills: Excellent written and spoken English and German (French is a plus). Must be able to communicate effectively with customers via email in English, German, and possibly French.
• Technical Skills: Strong understanding of the product being supported, and familiarity with the technology and tools used for technical support. Experience with Windows Software and ideally server systems is required.
• Problem-Solving Skills: Ability to identify and analyze technical and customer problems, providing effective and efficient solutions.
• Customer Service Experience: Proven experience in IT customer service support, demonstrating the ability to handle difficult situations and deliver positive results.
• Patience and Empathy: Ability to remain patient and empathetic with customers, even in challenging situations.
• Conciseness: Ability to offer satisfying solutions to minimize the number of inquiries and maintain customer interest in the products.

How to Apply:

If you meet the above qualifications and are excited about the opportunity to join our team, please submit your resume and a cover letter detailing your relevant experience.