German + English Technical Support Specialist (Remote - Croatia)

Are you experienced in customer service and passionate about sustainability? Do you thrive on change and have a knack for tech?

We're looking for one-of-a-kind team members for a one-of-a-kind energy company that wants people to use less energy with the help of smart tech solutions. Better for the customers, their wallets and the planet! Join us and become part of the change.

What You'll Be Doing

As a Technical Support Specialist on our team, you'll be the crucial link between the innovative, energy-saving technology and the customers who use it. You'll help them navigate tech solutions, solve their problems, and ensure they have an exceptional experience every step of their journey. Here's how:

• Learn and re-learn: Smart energy solutions evolve continuously, so you'll keep learning and adapting as new updates roll out.

• Build relationships: Empower, educate, and wow customers by providing world-class customer service and proactive support through phone, email, and chat.

• Solve problems on the go: You'll use your technical aptitude to troubleshoot and investigate customer inquiries about the company app and smart home devices and handle billing and subscription management.

• Stay on top of things: You'll maintain detailed and accurate records of customer interactions, feedback, and issue resolution in the CRM system.

• Be the voice of the customer: Use your insights and feedback to help shape products and services.

• Collaborate to ensure excellent customer experience: You'll work with other teams to identify areas for improvement and suggest solutions to enhance customer satisfaction.

What Makes You a Fantastic Fit

• Based in or near Zagreb: Even though this position is remote, to ensure you've mastered the necessary knowledge before you start working, you'll need to be able to attend a paid 5-week onboarding training in our Zagreb office.

• Language skills: You're fluent in German (C1) and also proficient in English (B2 or higher), both written and spoken.

• Customer support experience: Due to the complexity of the product, we're looking for seasoned customer support professionals with at least 1 year of experience in a similar role. Experience working with tech or energy sector customers is a plus but not mandatory.

• Empathy & communication: You're compassionate, a great communicator, and can put yourself in others' shoes.

• Tech-savvy: You're comfortable using multiple software tools simultaneously, including different CRMs and ticketing systems (prior knowledge of Intercom is a plus). You master new tools with ease.

• Problem-solving mindset: You love a good challenge and are ready to explore multiple options to find the best solutions.

• Startup mentality: You understand that running an innovative, customer-driven product means embarking on a journey of constant change. You are willing to keep up with the learning and advance in your role every day.

• Interest in sustainability and tech: You care about moving the planet into a greener future through the power of smart home solutions.

What You Can Expect

• An employer that cares about your work experience

• An option to work from the comfort of home

• Standard work hours for a great work-life balance: 8 AM – 4 PM or 9 AM – 5 PM, Mon-Fri

• A stable and competitive income

• Additional vacation days based on tenure

• An opportunity to grow and develop in your career

• MultiSport membership option

• A truly great team by your side with a transparent and open work culture

Sounds good? We can't wait to meet you!