Your missionYour mission as a Customer and Product Specialist is to provide excellent technical support to our customers, troubleshooting their issues, and ensuring their overall satisfaction. Your technical expertise, strong communication skills, and customer-focused approach will be a great support to build Carly’s automotive products.Your responsibilities Collaborate with other internal teams, such as Marketing and Automotive, to escalate and resolve technical customer issues Serve as the primary point of contact for customers, addressing their technical inquiries and issues via the ticketing system in Zendesk (no need to sell the product, nor interact with the customer by phone) Document customer interactions, technical solutions, and recurring issues to contribute to the knowledge base and improve future support processes Ensure customer satisfaction by effectively managing our international clients’ expectations, providing regular updates on issue resolution progress, and following up to ensure successful resolution Identify opportunities for process improvements and provide feedback to enhance the tech customer support experience Contribute to creating and updating technical support documentation, including FAQs, user guides, macros, and troubleshooting manuals Your profile Proven experience in a technical customer support role or a similar customer-facing technical position Strong technical aptitude and ability to understand and troubleshoot technical issues Strong English and German language skills, both verbal and written, with the ability to explain technical concepts to customers in a clear and concise manner Patience, empathy, and a customer-centric approach to delivering support Ability to work independently and efficiently manage time and prioritize tasks in a fast-paced environment Familiarity with ticketing systems and customer support tools Team player, positive attitude, and high level of professionalism Ability to adapt to new technologies and learn quickly Strong problem-solving skills and the ability to multitask while keeping the focus on the customer Why us? An inclusive company culture and extremely motivated people High impact and responsibility in a very successful and fast-growing company and brand Strong management team with proven track record in successful startups to learn from A competitive compensation and 100% fully supported company equipment A high learning curve with all the possibilities for personal growth and professional development No walls, no limits, no bureaucracy just unlimited potential The nicest and most international team in the stylish brand-new office, in the heart of Munich with an amazing view on the Alps About usCarly is a cartech company improving car repair and maintenance for millions of car fans worldwide. We provide curated repair and maintenance knowledge and package it in a suitable format. With the help of our product, our customers receive actionable advice. They can then cover a large part of their repair and maintenance on their own, placing them back in control over their vehicles. While we have been steadily growing and providing new services to our customers over the past years, there is still so much to do, and you can help us achieve it. So join us in our central Munich offices and help us bring joy to more car fans worldwide. What is Carly's purpose? Carly pairs real-time data with mechanical expertise to improve car fans' repair and maintenance experiences. Our aim is to Share Knowledge, Deliver Relevance and Provide Joy to car fans and people with car issues. What is Carly's vision? We want to be top of mind for car fans regarding repair and maintenance. Be a part of our driven team and conquer the automotive world with us!
Customer and Product Specialist (m/f/d) (Kundendienstmonteur/in, -techniker/in)Customer and Product Specialist (m/f/d) (Kundendienstmonteur/in, -techniker/in)