As Technical Operation Specialist, we are the link between the operational side and product development. Through working in close contact with Product Managers and Engineering teams, we are able to provide guidance to client-facing teams on technical matters and current product developments.
We advise them on client inquiries and revise current workflows for optimal resolution and efficiency.
Our exceedingly comprehensive knowledge of the product and product related systems enables us to identify workflow gaps and to integrate improvements.
Our proposals are based on analyzed data and by envisioning an ideal process and outcomes.
By focusing on relevant information, we are able to transfer knowledge effectively and in a clear and digestible way - internally and externally. Any additional coding skills (HTML, JS, CSS, etc.) facilitate the fulfillment of our responsibilities.
Your responsibilities
- Executing API calls as well as performing SQL queries in order to investigate root causes are integral tasks of our day-to-day business.
- Provide operational expertise for internal and external projects on feasibility and capacity in accordance with current resources and offered service
- Gain specific knowledge on current and past product developments to give guidance for client-facing teams and maintain strong cross-functional relationships
- Revise current processes and workflows, analyze service related data to propose improvements and adjustments to optimize operational efficiency
- Assist internal stakeholders in ticket escalations by triaging reported client bugs, creating individual database reports and performing technical tasks
- Partner with Product & Engineering to have top notch knowledge about current product developments
- Identify and provide creative solutions for challenges that are outside of the regular service process and ensure long-term resolutions while delivering top tier service to every customer interaction
- Offer appropriate solutions and/or explanations towards clients (written or verbal form) in a de-escalating manner that are in the interest of both parties
Your profile
- You have relevant professional experience at a B2B software company in relation to a product requiring explanation, preferably in the areas of online marketing, e-commerce or IT
- You are very analytical, tech-savvy, have very good Excel skills and API knowledge
- You can quickly familiarize yourself with new and technically complex issues, prioritize them and organize yourself
- You work in a very structured, independent manner and prioritize current challenges cool-headedly
- You are familiar with a constantly changing environment and a fast implementation of new solutions
- You are open for new ideas and approaches, you have excellent communication skills, both written and verbal
- You understand our clients’ needs and offer a truly service-oriented support without leaving the company goals behind
- You are a natural coordinator who has a strong sense of big-picture objectives and a sharp eye for detail
- You are curious and have an intrinsic motivation to learn new things and are eager to present gathered knowledge
- You have an academic degree or equivalent vocational training
- You are fluent in English
