German speaking Customer Service Specialist

We are obsessed with delivering an amazing customer experience. As a Customer Support Tier 1 Representative, you are the first line of defense to educate, solve the problems of and delight our customers. This position requires technical acumen, customer focus and a personable, professional and collaborative style to solve a range of issues from product troubleshooting to billing.

The Sr. Technical Support Expert is a strategic customer advisor and the internal voice for the customer base. The Sr. Expert will both have the accountability and responsibility to deliver on Customers’ needs. This role acts as a liaison between customers and all functional areas within our client to resolve technical support inquiries. Working with resources across the client’s organization, the Sr. Expert expedites the resolution of issues to empower customers to reach their greatest success potential.

Hybrid working model: one office day/week.

We offer:

Chance to be part of a rapidly expanding organization Training and continuous learning and certification opportunities (we have the BEST and most professional TRAINING TEAM in our organization) Multilingual environment, native colleagues Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies Home office possibility Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute) Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks Reimbursable language courses Team events and Company events (cool and youthful parties with team-games, cake-Friday, etc.) High value awards and recognitions, annual bonus for top performers, and annual salary review

This position involves the following:

Provide exceptional support for our applications and associated services Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc… Meet and exceed service level goals Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone and Salesforce Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience. Stakeholder/Business Management: Respond through email and chat Meet/Exceed targets set within the key research activities Process Improvements and Adherence: Ensure process guidelines are followed and met as documented Stay updated with the process knowledge / changes - refer to knowledge updates/ repositories to effectively process transactions Adhere to security practices set by organization People/Team: Contribute to and participate proactively in knowledge sharing sessions Participate and contribute to organizational level activities Personal Excellence: Record own attendance and Cognizant related queries Complete mandatory training for self as identified Align individual goals with team objectives (work cohesively with the team) Basic Qualifications High School Diploma Fluent or close to native in German; at least upper-intermediate English General understanding of internet technologies Expert understanding of desktop operating systems including Microsoft Windows Previous experience in a customer or technical support role Demonstrated customer service skills to be able to solve customer service issues—both technical and account related Ability to maintain composure in critical situations and communicate clearly with both internal and external customers Ability to collaborate with peers across the organization without friction Ability to work in a collegial fashion with peers in other organizational units Ability to work independently and problem solve in a rapidly changing and sometimes ambiguous environment Attention to detail, excellent organizational skills, superior time management skills Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence pressions and other complex data validation rules Self-motivated, goal-oriented, excellent organizational skills and superior time management skills Self-motivated, highly collaborative, creative, goal-oriented and team-centric Superior oral and written communication skills Ability to maintain composure in critical situations and communicate clearly with both internal and external customers Preferred Qualifications Understanding of Android and Apple OS is a plus Experience using Salesforce. com a plus Ability to troubleshoot regular exd CSS Subject Matter Expert for at least one vertical across our client’s technologies Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth Familiarity with structured query languages such as SQL and SOQL Familiarity with our client’s Contract Lifecycle Management workflows and architecture Multi-lingual in our client’s supported languages Professional experience within relevant industries for which our client provides solutions Bachelor’s degree or higher in a relevant field preferred.

Responsibilities

Provide exceptional support for our client’s product and associated services Answer incoming support channels to troubleshoot customer inquiries, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi- product workflows. Use broad technical product expertise within the product areas to help customers increase adoption. Meet and exceed client’s Customer Support service level goals for areas of product expertise Utilize support tools and resources necessary to get the job done, including telephone, Salesforce, Jira, client’s proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling. Proactively identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience Promote client’s products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs Drive and own escalated cases from internal channels to troubleshoot issues customers face when using our client’s products. Provide support for internal stakeholders for inquiries on product knowledge and engagement paths.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

Cognizant is a global community with more than 300,000 associates around the world. We don’t just dream of a better way – we make it happen. We take care of our people, clients, company, communities and climate by doing what’s right. We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Disclaimer: 
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.