Join Our Mission to Fight Climate Change as our Customer Support Engineer
Want to be part of one of Europe's fastest growing climate tech startups? We are looking for a passionate Customer Support Engineer to play an elementary role in helping us transform every company into a sustainable business, with critical responsibility and influence on our product and overall venture development.
In this key role, you will be responsible for identifying and driving the resolution of product issues through close collaboration with the tech, climate and sales teams, while ensuring continuous and up-to-date communication with customers.
If you are excited about building an economy where every company creates an impact for a sustainable world and empowering companies to decarbonize and boost their business performance, we’d love to hear from you!
Tasks
Who you are:
- As a Customer Support Engineer focused on climate action, you're well-versed in carbon accounting standards and compliance frameworks.
- Your role involves resolving support tickets, troubleshooting issues, and ensuring customers smoothly navigate their decarbonization process.
- Your strong problem-solving skills and ability to communicate complex solutions clearly are vital.
- You're committed to providing timely, effective support, ensuring a positive customer experience.
- Your passion for climate action drives your dedication to helping customers achieve their sustainability goals, making a real impact through technical expertise.
- You are detail-oriented with the ability to prioritize and manage multiple tasks simultaneously
- You have the ability to work independently and collaboratively in a fast-paced environment
What you will do:
- Resolve known issues using Knowledge Base articles and other resources like solved customer incidents, documentation, and WIKIs, including root cause analysis, offering solutions, ensuring customer satisfaction, adhering to Support contract SLAs and engaging in continuous learning and knowledge sharing.
- Cover real-time channels (like Intercom) for customer support, reporting development errors & contributing to Knowledge Management
- Support the team in continuous improvement projects to increase the Customer Support excellence
- Use your Project Management skills to monitor and track project timelines, milestones, and deliverables
- Collaborate with the product development team to identify and communicate recurring issues or product enhancements based on customer feedback
- Act as a link between customer facing roles and the tech teams
- Communication of technical information in a clear and understandable manner to both technical and non-technical users
- Regularly update customers on ticket status, product updates, enhancements & more
- Collaboration with the our sales, product, CS & teach teams to create documentation, FAQs, and knowledge base articles for customer self-service
Requirements
What we’re looking for:
- Experience in a B2B SaaS technical support role in a fast-paced startup environment
- Customer-focused attitude with a commitment to delivering high-quality support
- Strong troubleshooting and problem-solving skills
- Proven project management skills - monitoring progress, meeting deadlines and coordinating with cross-functional teams
- Excellent interpersonal and collaborative communication skills, adept at conveying complex topics to diverse audiences
- Ability to call an API and experience working with SQL databases
- Familiar working with support/ticketing systems (e.g. Intercom)
- Technical proficiency and the ability to troubleshoot software-related issues
- You are fluent in German and English
- Familiarity with carbon accounting, sustainability, or related fields is a plus
Benefits
What we offer:
- Opportunity to work remotely or from our great co-working space in Maschinenraum Berlin with access to innovation events of the German Mittelstand and the startup ecosystem
- Virtual meditation and wellness sessions
- Regular team events and at least 2 offsites per year
- Individual learning & development budget
- The option to participate in our Virtual Stock Option Plan (VSOP), to have direct involvement and impact on Cozero’s success
- A strong company culture focused on growth, collaboration and fighting climate change
- Participation opportunities in accelerator, startup & event programs
We strive to build a diverse, inclusive and collaborative workplace and we follow a fair, objective, and non-discriminatory recruitment process. All applications will be considered for employment regardless of nationality, culture, or any other personal characteristics.
The glue that binds us together despite our differences is a common set of values, our purpose to transform every company into a low-emission business, and our culture that has a growth mindset at its heart. If you’re excited about this role we encourage you to apply, even if your past experience doesn’t perfectly match every requirement in the job description.
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Zuletzt aktualisiert am 19.04.2024