Customer Support Specialist
With over 25,000 customers worldwide, Iconosquare is the world leading analytics and marketing suite for Instagram and a partner of the world's most-loved brands such as National Geographic, Gucci, Marc Jacobs, Samsung, Emirates and more.
As a human-sized startup, Iconosquare encourages cultural diversity, personal development and places people at its core.
As a Customer Support Specialist, we expect you to be up-to-date with the latest digital technologies and social media trends. You should have excellent communication skills and be able to assist our customers in a fast, efficient and professional manner. If you enjoy fixing issues and helping improve the overall customer experience, this job is for you!
This position is based in Berlin, Germany or Limoges, France.
Start as soon as possible.
Responsibilities
Provide industry leading customer support via e-mail, chat and social media channels
Improve the customer experience by taking a proactive approach in solving customer issues
Take ownership of issues and follow problems through to resolution.
Assist in developing customer support procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Help analyze technical bugs, product requests and customer pain points
Ability to work well with other departments and to manage customer expectations
Willingness to go the extra-mile for each customer contact
About you
You enjoy the fast paced nature of social media and keep up on the latest trends
Proven experience as a customer support agent in a SaaS company
Business proficiency in English and French (secondary Russian or Spanish a plus)
Working knowledge of customer service software, databases and tools
Previous knowledge of Intercom and Freshdesk an asset
Ability to think strategically and proactively provide solutions to customers
Strong client and communication skills
Ability to multi-task, prioritize, and manage time effectively
Are you willing to evolve in a fast-paced environment, get involved in company growth and join a dynamic team? Email your application to jobs[at]iconosquare.com