Bilingual Customer Support Specialist (German/English)

Global Connect Solutions is a leading provider of innovative cloud-based communication tools, empowering businesses to connect with their customers seamlessly. We are rapidly expanding our European operations, and our Berlin hub is a central part of this growth. We are seeking a dedicated and enthusiastic Bilingual Customer Support Specialist who is fluent in both German and English to join our dynamic team and ensure an outstanding experience for our diverse customer base.

In this role, you will be the first point of contact for our users, offering technical assistance and problem-solving through various channels including email, chat, and phone. You'll play a crucial role in building strong customer relationships, understanding their needs, and guiding them to make the most of our sophisticated platform. This hybrid position offers the flexibility of working from home some days while fostering team collaboration in our modern Berlin office.

We pride ourselves on a supportive and inclusive work environment where continuous learning and professional growth are encouraged. You'll receive comprehensive training on our products and tools, equipping you with everything you need to succeed. If you are passionate about helping others, possess excellent communication skills in both German and English, and are looking for a career where you can genuinely make a difference to customers, then Global Connect Solutions is the place for you.

• Respond to customer inquiries via email, chat, and phone in both German and English, providing accurate and timely solutions.
• Troubleshoot and resolve technical issues, guiding customers through step-by-step processes.
• Document customer interactions and solutions effectively in our CRM system.
• Identify and escalate complex or unresolved issues to appropriate internal teams.
• Contribute to the creation and improvement of self-help articles and FAQs.
• Provide feedback to product and engineering teams based on customer insights and pain points.
• Maintain a high level of customer satisfaction and positive brand representation.
• Participate in ongoing training to stay updated on product features and support best practices.

• Fluency in both German and English (written and spoken) at a professional level.
• Proven experience in a customer support or service-oriented role, preferably in a tech-driven environment.
• Excellent problem-solving abilities and a strong aptitude for understanding technical concepts.
• Outstanding verbal and written communication skills.
• Empathy, patience, and a customer-first mindset.
• Proficiency with CRM software (e.g., Zendesk, Salesforce) and help desk tools.
• Ability to work independently and as part of a collaborative team in a hybrid setting.
• A passion for learning and adapting to new technologies.

• Competitive salary and performance-related bonuses.
• Comprehensive health insurance package.
• 28 days of annual leave plus public holidays.
• Opportunities for professional development and language courses.
• Flexible hybrid work model.
• Modern office located in central Berlin with excellent transport links.
• Employee wellness programs and team events.
• Discounted company products and services.