Technical Support Specialist (German)

👋 Technical Support Specialist (German) - Onsite (Lisbon, Portugal) | €1,000-€1,350/month | German (C2) & English (B2)

About Cluster

Cluster is a fast-growing company with a big ambition. We started with just three employees in 2020 and have grown to over 300 employees across four offices in Lisbon. Now, we're expanding to Barcelona and building a team to support European markets in countries like Italy, Denmark, Sweden, Germany, Spain, France, Belgium, Switzerland, the Netherlands, and Portugal, where we're headquartered.

More than just a company, Cluster is about creating growth opportunities for our team members. We believe that our team members are the heart of our success, and we want to foster a supportive and collaborative environment where everyone can thrive.

About Your Role

• Provide exceptional technical support by handling inbound inquiries about our products, hardware, or software issues.
• Help customers troubleshoot problems and manage repair requests through our network.
• Communicate promptly and professionally with customers via email, phone, chat, and other channels.
• Acknowledge and resolve customer complaints effectively, always aiming to improve customer satisfaction.
• Process and record customer and internal requests, orders, and tickets, adhering to strict time limits for contact, response, and follow-up.
• Maintain a respectful tone in all communications and ensure all communications follow Cluster's procedures, guidelines, and policies.
• Provide feedback on processes to help improve efficiency and accuracy and actively participate in finding solutions.

What We're Looking For

• Excellent communication skills and the ability to work effectively in a team.
• A positive attitude, customer-centric mindset, and proactivity.
• The ability to deliver results independently and in often ad hoc situations.
• Ambition to engage with team members and share experiences.
• Strong organizational skills, a commitment to excellent work ethic, and integrity in all situations.
• Reliability and trustworthiness.
• High-school diploma or higher.
• Over 2 years of Customer Support/Technical Support experience.
• A professional and progressive mindset.
• Nice-to-have: 6 months' experience in a Technical Support role.
• C2 level or fluent German speaker.
• Knowledge of English level B2 (to ensure you're up to date with training and communication between departments and employees).

What You Can Expect From Us

• Fully paid onboarding period (one month) after successfully completing the training.
• Professional career progression and support throughout your career development.
• A multicultural and diverse environment with an excellent working environment.
• Team building activities organized by Cluster and/or its team members.
• Competitive salary package for entry level (includes transportation allowance).
• Performance bonuses.
• All necessary equipment will be provided by the company.
• Private medical insurance will be provided (after successful completion of probationary period).

Additional Information

• Location: Lisbon (on-site)
• Type of contract: Non-Fixed Term Employment Contract (permanent contract)
• Job Type: Full Time (Monday to Friday with the possibility of having to work 1 Saturday out of the month, in the future)

Ready to join our team?

Apply now and be part of our exciting journey!

Category: Customer Service