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is the global leader in social and digital consumer intelligence, working with the biggest brands and most admired agencies worldwide – 39 of the Fortune 100 are clients.
Recently in The Forrester Wave™, we build smart software solutions that help capture, understand and share insights from millions of conversations across the web and beyond. Home to over 500 people worldwide with offices in 10 locations, Brandwatch is a place that motivates and supports its staff to find answers to new problems in an ever changing social and digital world.
We are looking for a smart and enthusiastic Spanish speaking Customer Support Specialist to join our Customer Support team in Brighton, London, or remotely in England.
As a main point of contact for our customers, team members in this role will provide high level technical assistance for our products, but also gather and share important information regarding customer challenges.
The role involves working closely and collaboratively with the Engineering and Customer Success teams to provide our customers with the best possible user experience when working with our products.
Answer customer questions accommodating and adapting responses to a wide range of customer skill levels
Troubleshoot a variety of technical issues in powerful SaaS platforms, fixing issues for customers or escalating to Engineering where required
Explain and educate customers on product functionality and refer them to relevant documentation
Keep customers regularly updated throughout the investigation of issues
Work and communicate effectively within the larger Brandwatch team
Escalate suggestions on new features to the Product team on behalf of our customers
Assist in the creation and maintenance of technical documentation
The ideal candidate will have:
Fluent English and German language skills - written and oral
Experience of working in a fast-paced Customer Support environment
Experience in responding to and resolving customer issues over email
Excellent written and oral communication
Creative, efficient problem solving skills
The ability to quickly learn and understand new technologies
A positive, self-starter attitude with good organisation and attention to detail
Flexibility to work outside of standard business hours where required, which may include covering weekends on a limited rotation.
Nice to have:
Experience using Zendesk and JIRA or similar ticketing software
Bachelor's degree in any related disciplines
The requirements listed in job descriptions are guidelines. If your skills are transferable and you are in the ballpark with the number of years of experience the company’s looking for, please apply and gain the opportunity to be considered.