Customer Support for Online Video Streaming platform - German

About the role

This role focuses on providing direct customer assistance for an online video streaming platform. Responsibilities include responding to customer inquiries via phone, email, and chat, troubleshooting technical issues, and offering support for paid products. The work involves identifying client problems and working to find effective solutions.

A key aspect of this position is documenting all actions taken during customer interactions. This includes categorizing cases and identifying potential bugs that need to be reported to the engineering team. For issues that cannot be resolved directly, the representative will escalate them following established procedures.

Success in this role means consistently providing clear and helpful support to customers while maintaining accurate records. It requires a proactive approach to problem-solving and the ability to empathize with clients. The position is part of a larger global organization that emphasizes professional development and offers training opportunities.

The salary for this full-time remote position ranges from $17,500 to $30,000 USD annually.

Skills that matter here

• Good verbal and oral communication skills: This is essential for effectively interacting with customers over the phone and in chat, ensuring clarity and understanding.
• Excellent German native level written and spoken communication skills: This is a core requirement for supporting German-speaking customers, ensuring fluent and accurate communication.
• Fluency in English: This is necessary for internal communications, accessing resources, and potentially supporting English-speaking customers.
• Strong attention to detail: This is important for accurately documenting customer interactions, categorizing cases, and identifying bugs for the engineering team.
• Ability to empathize with clients: This skill helps in understanding customer frustrations and providing supportive and effective assistance.
• Openness to work flexible hours (may include evenings, weekends, and/or holidays): This indicates a need for availability outside of standard business hours to cover customer support demands.

Who this role suits

• Someone with at least one year of direct customer service experience, especially in a contact center environment.
• An organized individual who can quickly learn new processes and concepts.
• A person who is proactive and possesses a strong team spirit.
• A candidate who can adapt to flexible working hours, including evenings or weekends.

From the employer

• Answer customer queries via phone, e-mail, or chat.
• Identify client problems and troubleshoot to find solutions.
• Document actions taken and categorize cases and possible bugs for the engineering team.
• Provide general and technical support for paid products.
• Escalate complex problems according to defined procedures.

• At least 12 months of direct customer service experience, preferably in contact centers (B2C/B2B).
• Good verbal and oral communication skills.
• Excellent German native level written and spoken communication skills.
• Fluency in English.
• Proactive attitude and strong team spirit.
• Organized and able to learn new processes and concepts.
• Strong attention to detail.
• Ability to empathize with clients.
• Openness to work flexible hours (may include evenings, weekends, and/or holidays).
• Valid Legal Work Permit.

• Pleasant and inspiring working atmosphere.
• Opportunity to be part of a rapidly expanding global organization.
• Professional development and clear career path.
• Training & development opportunities.
• Competitive salary & relocation allowance (for international candidates).