Purpose of Position
As Customer Support Assistant, you will ensure fast and comprehensive ticket response, deeply understanding client’s needs and frustrations within the Platform Services Support Team. The team works in sync with other Platform Services business unit functions and collaborates with other department support teams to optimise the available content and tools. The ambition is to drive self-resolution of issues to reduce support tickets and a first-class support experience.
A fantastic opportunity to be part of a global, fast paced and dynamic team!
Key Tasks
- Managing various types of support requests from live clients, such as those relating to programme development or management, identifying and redirecting requests to the right support teams (finance, technical).
- Ensuring quick and efficient triage of Essentials requests and redirecting them to the assigned teams.
- Assisting with the management of programme upsells and retention.
- Handling projects to update the content available for the clients and internal tools to improve support and client satisfaction, help with translation.
- Keeping constantly informed about the upgrades of functionalities and internal processes relating to the management of client's requests.
Skills & Expertise
- Fluent in English (written and spoken)
- Fluent in French or Spanish or German
- Excellent customer service skills
- Ability to see the bigger picture and identify areas of opportunity and risk
- Committed to growing the service division as quickly as possible, providing friendly and efficient support
- Seeks ownership and readily accepts accountability
- Excellent time management and organizational skills to maintain own workflow and meet deadlines
- Confident and excellent communicator with a keen attention to detail
- Fast learner and eager to deepen knowledge and understanding
- Numerate with a good level of knowledge of MS Office packages
- Enthusiastic, committed and an epic amount of tenacity
Our Offer
- Flexi-Week and Work-Life Balance: We prioritise your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves.
- Remote Working Allowance: You will receive a monthly allowance to cover part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.
- Flexi-Office: We offer an international culture and flexibility through our Flexi-Office and hybrid/remote work possibilities to work across Awin regions
- Meal Vouchers: You will be supported with a certain net sum to spend it on a variety of lunches.
- Health & Wellbeing: The insurance covers several types of health, vision and / or dental treatments for you and for up to one additional family member.
- Remote Working Furniture Package: After 3 months of employment, you will be eligible for a furniture package, which should enable you to set up a proper workplace at your remote working location
- Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer program.
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 axelspringer.com/en/, and explore the Axel Springer Essentials here: axelspringer.com/en/inside/the-essentials-what-we-have-adapted-and-why
Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.
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Skills Required
- Fluent in English (written and spoken)
- Excellent customer service skills
- Ability to identify areas of opportunity and risk
- Excellent time management and organizational skills
- Good knowledge of MS Office packages
