Product Support Specialist (m/f/d)

This is a fixed-term position with the potential for extension. 

What we are looking for:

To help us on our mission, we are looking for a talented and highly ambitious Product Support Specialist. In this role, you will be responsible for engaging with customers through app store reviews and email reports, addressing inquiries, resolving issues, and ensuring an excellent online customer experience. You will work closely with Development, QA and Technical Support teams to maintain a positive brand presence and enhance customer satisfaction.

• Monitor and respond to user inquiries and feedback on multiple app stores (E.g. Apple App Store, Google Play, etc.) and email channels. Provide support, troubleshooting, and solutions in a timely and professional manner
• Make use of vital data and statistics offered by the app stores and other sources to track and analyze interactions and identify opportunities for improvements
• Communicate external feedback and synchronize best strategies with internal teams such as Customer Experience to drive continuous improvement
• Keep up to date with all features and changes in the releases of the AnyDesk application on all platforms
• Investigate and attempt to reproduce reported user issues on different mobile devices and operating systems and test potential fixes working closely with QA
• Document and escalate bugs by creating detailed reports for the Development team
• Utilize tools like Confluence and Jira to document processes and track issues
• Maintain and enhance brand reputation by engaging with customers in a positive and proactive manner
• Stay up to date with social media best practices and platform updates

Basic Qualifications:

• Very strong ability to listen attentively, apply logic and reason, follow- through, can-do attitude, and exceptional communication skills both written and verbal
• Easy to work with
• Sense of urgency
• Exceptional written and verbal communication skills in English and German
• A customer-focused mindset, capable of understanding and addressing user needs while delivering clear, practical, and solution-driven responses
• Strong technical knowledge of mobile devices and operating systems (Android, iOS)
• Excellent troubleshooting and analytical skills
• Social media proficiency to monitor and engage with users effectively
• Ability to work collaboratively with Development, QA, and Customer Support teams

Preferred Skills and Experience:

• A few years experience in social media support, customer service, or a related field, preferably related to mobile applications
• Experience in using social media analytics tools to measure engagement and performance
• Knowledge of customer support best practices and online reputation management
• Structured work approach and a proactive attitude for improving processes 
• Basic understanding of mobile app development and debugging tools
• Experience with Confluence and Jira or similar tools for documentation and issue tracking
• Detailed knowledge of released versions of the operating systems 

Are you ready for exciting tasks in an agile work environment with a both professional and collegial atmosphere? Apply now! Your contact person is Mona Baylie, Talent Acquisition Specialist.