Client Support Representative - EMEA

Responsibilities:

• Every day you’ll be an ambassador for our company to our clients and users, providing world-class client service, helping them use our software platform, and learning content to improve the productivity and happiness of their teams.
• Provide timely response to inquiries from our clients via email and support queue tickets whilst managing the inquiry through to resolution or routing it to the appropriate internal team member
• Process client’s orders, configure and manage invitations to our platform; respond to client questions about our products, and proactively follow up with clients regarding any incomplete or outstanding orders
• Provide "full service" support for generating reports, data, and deliverables from our platform on behalf of clients, and help self-service clients make use of the platform
• Partner with the Client Success Managers and Business Development Managers in the management of client accounts
• Partner with Technical Support and our Product & Engineering team to quickly address system issues and/or enhancements, creating and assigning escalation cases and tracking them follow-up & problem resolution
• Data cleansing, management of assessment database
• Contribute to measuring our clients' satisfaction, as well as the leading indicators that drive it
• Manage your time effectively, meet personal goals and work effectively with other members of the team
• Look for opportunities to improve the effectiveness of the team, and provide those ideas to the Regional Leader and be prepared to discuss in the team meetings

Qualifications/Education/Certification:

• Fluent English and German REQUIRED (French a plus), must have excellent oral and written skills with proven ability to communicate, present, and influence individuals at all levels of the organization
• Prior experience working in a comparable Customer Support role
• Self-starter/self-motivated team player with a positive attitude
• Ability to focus and maintain attention to detail while managing several client needs at any given time
• Ability to work under pressure and meet scheduled deadlines
• Proficiency in Microsoft Office/Google Docs Suite
• Ideally, prior experience working in a remote/virtual environment
• Comfort working in a remote environment with stakeholders across different time zones
• Experience and knowledge of a SaaS business model- particularly HubSpot, Zendesk, & NetSuite