Original Advert

Purpose of Position

We are looking for a proactive and customer-focused Technical Client Success Specialist to join our Level 1 Triage team. As the first point of contact for technical support requests, you will play a key role in delivering an excellent client experience by assessing, prioritizing, and resolving incoming queries while ensuring complex issues are directed to the appropriate specialist teams.

Key Tasks

Act as the first point of contact for incoming technical support requests.
Triage, categorize, and prioritize tickets to ensure efficient handling.
Resolve straightforward technical issues and service requests.
Perform initial troubleshooting and gather relevant information for investigations.
Escalate complex issues to specialist teams when required.
Maintain accurate case records and ensure SLA targets are met.
Communicate professionally with clients and internal stakeholders.
Contribute to process improvements and knowledge-sharing initiatives.

Skills & Expertise

Advanced English proficiency is required. German language skills are desirable and would be considered a valuable asset.
Strong customer service and communication skills.
Excellent organizational and time-management abilities.
A problem-solving mindset with strong attention to detail.
Ability to work effectively in a fast-paced environment.
Experience using ticketing or CRM systems is desirable.
Basic technical troubleshooting skills and an interest in technology.

Our Offer

Flexi-Week: We prioritise your mental health and wellbeing by offering you a four-day Flexi-Week (with one lighter or completely disconnected day per week) at full pay, with no reduction to your annual holiday allowance.
Flexi-office: We offer an international culture and flexibility through our hybrid/remote working scheme which is designed to foster a culture of mutual trust and working flexibility.
Work Expense Contribution & Remote Working Furniture: You will receive a monthly allowance to cover part of your running costs, as well as a furniture package to support you in setting up a comfortable workspace when working from home.
Health and Wellbeing: With our support and access to various initiatives and sports offers, you can focus on your mental and physical wellbeing.
Development: We've built our extensive training suite, Awin Academy, to cover a wide range of skills that support your professional and personal growth, with trainings conveniently packaged to help your overall development.
Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer recognition programme.

We are hiring in multiple countries for this role. Additional benefits, including health and wellbeing offerings, will be discussed during the initial interview.

Established in 2000, Awin is proud of our dynamic, social and inclusive culture.

Like all businesses, we've had to adapt and nurture our culture in a virtual environment. Our virtual 'Life @ Awin' hub brings our colleagues from across the globe together for various social activities.

Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world's leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.

Awin is part of the Axel Springer group. Learn more at https://jobeax.com/link/yXnckg1495YJxohT, and explore the Axel Springer Essentials here: https://jobeax.com/link/P07ThgJ4MpD6va9F

Technical Client Success Specialist (f/m/d)

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