About the role
<p><span style="color:#000000">Are you fluent in German and passionate about solving complex problems for a diverse range of customers? Do you want to help eCommerce businesses grow by delivering high-quality technical support? Then this role might be for you!</span></p><p style="min-height: 1.7em;"></p><p><span style="color:#000000">You’ll be joining our international Support department (6 teams, 9 markets) as part of the DACH Support team, one of our largest and fastest-growing regions. The team currently consists of 7 Technical Support agents supporting customers in Germany, Austria, and Switzerland.<br><br>We’re an open-minded and collaborative team of Support professionals. We believe Support isn’t just about fixing problems, it’s about setting our customers up for success, and we do that together. We learn from each other, keep things honest and direct, and enjoy the occasional fun moment along the way. Expect flat hierarchies, room for your ideas, and a team that’s got your back!</span></p><p style="min-height: 1.7em;"></p><h4><strong><span style="color:#000000">Your job</span></strong></h4><p><span style="color:#000000">As a Technical Support agent, you'll be the first point of contact for customers with questions or issues related to our tool. Channable helps online retailers and agencies automate and optimize their product listings across channels like </span><strong><span style="color:#000000">Kaufland</span></strong><span style="color:#000000">, </span><strong><span style="color:#000000">OTTO</span></strong><span style="color:#000000">, </span><strong><span style="color:#000000">Amazon</span></strong><span style="color:#000000">, </span><strong><span style="color:#000000">Google</span></strong><span style="color:#000000">, and </span><strong><span style="color:#000000">Meta</span></strong><span style="color:#000000">.</span></p><p style="min-height: 1.7em;"></p><p><span style="color:#000000">We currently support over 2,500 marketing channels, including price comparison sites, affiliate networks, and marketplaces. Our customer base ranges from independent webshop owners to international brands and agencies, each with their unique needs.</span></p><p><span style="color:#000000">No prior experience with eCommerce tools like product feeds or APIs? No problem! We’ll provide extensive onboarding and training to get you fully up to speed.</span></p><p style="min-height: 1.7em;"></p><p><span style="color:#000000">Once enrolled, you’ll start on our first-line support, handling incoming tickets, diagnosing the situation, preferably resolving it or if needed escalating to our more experienced second-line support.</span></p><p style="min-height: 1.7em;"></p><p><span style="color:#000000">Your main responsibilities:</span></p><ul><li><p><span style="color:#000000">Handle incoming tickets via email and phone (in German and English), solving issues, troubleshooting problems, and educating users to use Channable more independently.</span></p></li><li><p><span style="color:#000000">Troubleshoot issues related to product feeds, APIs, and marketplace integrations.</span></p></li><li><p><span style="color:#000000">Escalate complex cases to second-line support when needed.</span></p></li><li><p><span style="color:#000000">Understand the business goals of our users and help them get the most out of Channable.</span></p></li><li><p><span style="color:#000000">Spot recurring issues and share insights internally to improve our product and processes.</span></p></li><li><p><span style="color:#000000">Contribute to team rituals, knowledge sharing, and onboarding new colleagues.</span></p></li></ul>