Global Product Support - Product Specialist - German Speaking (Tel Aviv, Israel)

  • Tel Aviv
  • Confidential
  • 3-7 years
  • 27 Mar 2015

  • IT/ Information Technology, Customer Service

  • IT/ Technology - Software/ Services
Job Description


Provide customers with a best in class service experience in order to gain high customer satisfaction level

Provide day to day functional and technical software application solutions and support to our clients

Troubleshoot software application issues

Log client reported issues on our case tracking system

Gain a deep understanding of the Cornerstone application including the hundreds of complex features configuration options

Provide constant and proactive ongoing communication with clients.

Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledgebase

Ensure proper, timely follow-up on assigned cases to ensure service level agreements are met and client satisfaction is high

Required Skills and Experience

Strong Customer Orientation Skills

German and English -- High level read / write (English work environment). Additional European languages strong advantage French/Italian/Spanish/Portuguese mother tongues.

1 - 3 years' experience with client facing technical services or software application support

Analytical -- must possess the ability to understand clients' business processes and workflows and translate them into system functionality to help clients meet their needs with existing system features

Autonomous learning capabilities

Ability to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system.

This skill is critical to troubleshooting issues to distinguish between user error and actual system defects

Excellent verbal and written communication skills and professional etiquette

Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.)

Supportive team player

Flexible and adapts well to rapid change

Other Desired Skills

A relentlessly positive disposition.

Excellent people and teamwork skills.

Ability to remain calm, diplomatic, and cooperative under stressful conditions.

Attention to detail.

Exceptional follow-through.

Accurate data entry and computer competency.

The ability to prioritize, stay organized, and multi-task in a fast paced environment.

General understanding of internet technology