Skopje
Support and Communication Specialist
Every thriving platform needs exceptional customer support. Our client, a Berlin-based music tech company, is expanding globally, and they need someone to be the heart and soul of their customer support.
This role goes beyond answering tickets, it’s about making a real difference for customers by providing solutions and creating support processes from scratch to ensure their users feel supported every step of the way.
Responsibilities:
- Create and implement an effective process to streamline customer requests.
- Troubleshoot and resolve routine issues, guiding customers through solutions and offering technical guidance. Escalate complex cases to the technical team when necessary.
- Develop clear, helpful guides, support documentation for common issues and solutions and knowledge base articles to make customers’ lives easier.
- Provide feedback on recurring issues to help improve product quality and customer satisfaction.
- Identify opportunities to improve workflows and enhance customer experience.
- Ensure communication is effective in both English and German, adapting language for technical and non-technical stakeholders.
- Deliver demo presentations, ensuring new customers feel right at home.
Experience and skills:
We value passion and attitude over experience, but here’s what will help you shine:
- Basic understanding of software and troubleshooting methodologies.
- Excellent communication skills, showing initiative and proactiveness.
- A customer-first approach, owning cases until solutions are implemented.
- Strong problem-solving skills and ability to explain technical concepts to non-technical users.
- Any previous experience with customer support or technical support is a plus.
- Fluent in English and solid communication skills in German to connect with diverse users.
Ready to take the stage? Apply now and join our team.
- Locations
- Skopje
Skopje
Why work with us?
-
Meaningful projects
We’re committed to working on projects that motivate our employees. We aim to staff our people into projects where we empower them to be owners and innovators with a systematic and engineering approach. -
Stimulating organization
We encourage people to pursue their ambitions and aspirations thanks to various career development and learning opportunities, such as personalized career programs, internal job mobility, contributing to intrapreneurial and cross-entity projects, and other initiatives. That is how we enable them to expand their scope of responsibilities, broaden their skills and expertise, and enrich their experience. Besides, the nature and diversity of IBORN projects offer boundless opportunities for people to thrive, grow and discover new horizons. -
A knowledge economy
Thanks to the distinctive profiles, skills, and experiences of our people, we have established a true “knowledge economy” where each person can express their talent and where each new idea that someone contributes can inspire another. At IBORN, learning from one another and sharing experiences – both successes and failures – are always encouraged. Our ambition is to always surpass the ordinary, to strive for excellence, inspired by creativity and innovation, and driven by challenges. This makes IBORN a place where you can learn, develop and explore your full potential. -
Growth & Development
In a sector as dynamic as the software industry, challenging ourselves and being open to the world around us is absolutely essential. We have a sharp focus on our employee skills development initiatives that are based on continuity and following the latest technologies and the personal pace and ambitions of the employee. With support from their mentor and our Talent Development Manager, employees play the lead role in their career growth. -
Encouraging risk-taking and pushing boundaries
At IBORN we never settle for the ordinary and continually explore new ideas. The engineering approach is one of our main values and guides everything we do. This challenges us to constantly push limits in the quest for excellence that defines our world. When you join IBORN you become part of a community of talents who shape remarkable teams. -
Winning together!
IBORN is home to bright minds and exceptional professionals with unique identities. They have flourished over the years because they are passionate about their work and the outstanding quality products and services they provide for our customers. They also thrive thanks to continuous learning and innovation coupled with a deep respect for the team in which they operate.
About IBORN.NET
Founded in
2012
Co-workers
110
Skopje
Support and Communication Specialist
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