We're a diverse group of committed individuals empowered to thrive on challenge, share ideas, and pursue our ambition to transform the way commerce works.

So what about you? Do you want to help shape the future? Join us and you'll open the gateway to a world of endless possibilities.

At Productsup you'll be an intrinsic player in a vibrant culture that brings together people with opportunities, ideas with implementation, and ambition with achievement.

You can make great things happen in your career by making great things happen in commerce.

Productsup - the place where people are empowered to shape the future of commerce.

Your role and goals

Productsup is a Berlin-based company with a strong global customer base. We're seeking an ambitious Technical Support Specialist (m/f/d) who can support our clients with all their questions about our platform. In your role, you'll oversee the day-to-day tickets, prioritize them, work together with Second Level Support and Engineering to solve them, create documentation, and work closely with the other Solutions team members.

In your first 3 months, you will:
Become an expert on the Productsup platform, our client's use cases, and our Help Center content
Shadow the Technical Support and 2nd Level Technical Support teams during their work, actively ask questions and learn
Familiarize yourself with our Zendesk workflows by responding to routine client questions via the tool
Work in internal collaboration tools like Confluence and Jira

In your first 6 months and beyond you will:
Manage and resolve more advanced requests and questions and independently answer and host calls
Analyze satisfaction survey results from your clients and formulate action items
Have an ongoing exchange with our Product team about insights into our client's needs
Work closely with our Academy in order to create relevant content for improving client knowledge and reducing basic questions
Proactively communicate improvement potential within client accounts to Client Success Management and be a strong partner in their preparation for relationship-nurturing calls
Own team-internal projects for improvements of tools and processes

What you bring to the team

1-3 years of professional experience in technical support for an Ad-Tech company or a complex SaaS solution
Understanding of the performance marketing & e-commerce industry
Well-developed time-management skills, a strong sense of urgency, and the ability to prioritize important tasks and projects
A strong structural and client-oriented thinking pattern
Advanced analytical and problem-solving skills
Knowledge of Zendesk, Confluence, and JIRA is preferred
Excellent written and spoken English language skills

What we offer you

Attractive Salary and benefits
MacBook (latest version) for our new joiners
A unique and thorough onboarding program where you'll learn the ins and outs of our company and product
flexible working hours option; we value work-life balance
Employee referral bonuses
High level of personal responsibility and impact

Do you have what it takes? We'd love to hear from you!

We know CVs don't always tell the whole story, so in addition to submitting your CV feel free to let us know why you're interested in this role in a short cover letter (~100 words).

Productsup values diversity. We celebrate our differences and strive to learn from each other with the firm conviction that diversity drives innovation. Our commitment to equal opportunities begins at the hiring process and extends to our whole working culture. We pledge to social and environmental initiatives that support a sustainable environment. Everyone has a unique contribution to make and all are welcome.