German Speaking Customer Support Agent

Job Description

About us

Fluent German speaking is an essential requirement for this role. Please only apply if you are proficient in a B2B German speaking role.

Cronofy is a high-growth technology company headquartered in the UK with offices in Amsterdam, Nottingham, and London. We are the go-to scheduling infrastructure for high performance companies globally.

Over the past 9 years, we’ve grown a self-sustaining, profitable business serving businesses around the world. From market leaders like GoDaddy, Swiss Railways, Personio, and Indeed through to the smallest tech start-ups. We're truly international, and are looking to better support our existing and future German speaking customers.

Our Customer Support team provides first-class service, with a Customer Satisfaction rating of >97%.

Your career at Cronofy can grow in any direction, at a pace that works best for you. This really is an exciting time to join us, as we have a career framework in place that provides opportunities progressing into senior and team lead roles.

The role

Part of the Support team, the role of our Support Agent is to support Cronofy’s customers, helping solve problems and suggest solutions whilst providing first-class customer support. The Support Agent is responsible for fielding questions from the Cronofy customer base, reviewing issues with internal stakeholders and providing appropriate suggestions to help our customers be as successful as possible with Cronofy. The focus will be on supporting our ever-growing German speaking client base.

This person cares about an exceptional customer experience, dealing with other Cronofy team members across the business, and ensures that customers have positive experiences with Cronofy.

This role reports to the Support Team Lead.

How you'll work

Key Responsibilities:

• Triaging tickets
• 1st, 2nd and 3rd line support
• Identifying customer issues and helping facilitate practicle solutions
• Troubleshooting, software testing, reproducing issues and fact finding
• Identifying and suggesting improvements to our Zendesk automations and business rules
• First class documentation
• In-depth understanding of Cronofy’s Scheduler tool to provide a high level of customer support
• Engaging across departments to provide appropriate solutions to customer issues
• Building strong rapport and developing relationships with our growing client base

Requirements:

• Fluent German and English language. This role will be supporting German speaking customers so commercial B2B language skills are essential
• Experience in a SaaS based business supporting a product
• Customer service experience
• Experience working with multiple stakeholders across departments to identify appropriate solutions to customer issues

How we work

We can support a predominantly remote, office-based or hybrid working model. We really do value face to face time and encourage teams to spend regular time together at our offices or suitable locations.

Our Support team currently covers the UK and Amsterdam. We meet between once a month and once a quarter in a mixture of our Amsterdam, Nottingham, and London offices. Amsterdam would be your “home” office.

We work hard but insist that everyone considers the balance between this alongside life and responsibilities outside of work. We use our principles to guide our behaviour as people and form the basis for our day-to-day decision making.

We are direct with our dealings with each other. We continuously work to build mutual trust so that we can give each other feedback without fear of it being taken personally.

Hiring process

The goal is to discover what you will bring to Cronofy and what Cronofy will bring to you. It's as important for you to determine whether this is the right move for your career as much as anything else, so don't be afraid to ask questions. We value transparency and so are happy to answer (virtually) any questions you may have.

For a full breakdown of our interview process, please visit: https://docs.cronofy.com/interviewing-with-us/

What we offer

• Basic salary of €50,000 - €60,000 according to your experience
• €1500 annual benefit contribution, which can be spent on anything e.g. healthcare, dental, etc.
• Pension scheme
• 25 days days holiday in addition to flexible national holidays. National holidays are added to your holiday allowance and you're not required to take them on the corresponding day.
• 5 personal development days per year to use for L&D, charitable causes or similar
• Pleo card for work expenses, hardware, travel etc.
• A flexible approach to working; remote, office or hybrid
• A principles driven culture that provides the framework for autonomous decision making and personal development

Our approach to equality, diversity and inclusion:
Cronofy exists to schedule everything for everyone. We can only achieve this goal when we strive to foster an inclusive working environment that inspires innovative thinking. We believe everyone at Cronofy should have equal opportunity to learn, create their best work, and grow in their careers.

For more information on interviewing at Cronofy, please visit https://docs.cronofy.com/interviewing-with-us/