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German Customer Support Specialist ID-3672

As a Customer Support Specialist, you will work directly with HubSpot customers across phone, chat, and web channels to resolve product-related queries as a trusted advisor. You'll deliver a human and proactive support experience, applying creative problem-solving to help customers optimise their use of HubSpot tools and grow their businesses. Collaboration within a dynamic team environment will foster a positive, inclusive culture where continuous learning and feedback are encouraged.

We're a hybrid team, with this role being open in our Dublin office with remote and flex options inside of Ireland.

This role is a full-time position.

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We are looking for people who:

  • Are fluent in English and German
  • Have a minimum of 1 year of experience in a customer support or technical support role, preferably within a software or technology company
  • Have a strong foundation in technical troubleshooting and enjoy delving into complex technical queries
  • Are adept at understanding and using product documentation to resolve customer issues effectively
  • Are self-motivated, always curious, and consistently eager to learn, with a growth mindset
  • Enjoy developing technical skills and acquiring comprehensive knowledge of our product and related technical concepts
  • Demonstrate a strong customer-first mentality and enjoy helping others by adding long-term value
  • Thrive in a dynamic and collaborative environment and are comfortable with ambiguity
  • Embody our HEART values and contribute positively to our company culture

In this role, you will:

  • Utilise phone, live chat, and web tickets to partner with customers, effectively resolving issues and adapting to fluctuating inquiry volumes
  • Apply business acumen to customer situations to proactively identify challenges and opportunities
  • Remove technical barriers for customers and guide them through various tools within HubSpot
  • Independently utilise support resources and tools to comprehend new and technical information
  • Implement troubleshooting frameworks to test, replicate, and investigate technical queries, minimising escalations and resolution time
  • Identify and diagnose software issues to enhance the product experience for customers
  • Deliver thoughtful, empathetic, and comprehensive resolutions tailored to each customer, facilitating their business growth
  • Collaborate within HubSpot to deepen customer engagement with our platform and enhance overall customer experience
  • Serve as a role model and trusted advisor, demonstrating a customer-first mindset and taking ownership of even the most complex and sensitive issues

German Customer Support Specialist ID-3672

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