Technical Support Agent - Remote/Hybrid (German + English)

About TrekkSoft

Part of the TSG group, TrekkSoft is a leading online booking software provider that is transforming the tours and activities market with its constantly-evolving booking and payment solutions. Behind TrekkSoft is a diverse and dynamic team of individuals with over 15 different nationalities. We're active worldwide, with a base in Barcelona, Spain. Join us in the role of Technical Support Agent!

Non-Discrimination and Inclusivity

At TrekkSoft, we are committed to an inclusive hiring process that values diversity in all its forms. We do not discriminate based on race, gender, age, religion, background, or other characteristics. As an Equal Opportunity Employer, we focus on finding the best fit for the role, embracing the unique perspectives and talents each candidate brings.

Role outline

You are strong at problem-solving, have an affinity for technology, an enthusiasm for customer service, and experience in Help Desk support. You will work closely with your Support colleagues and stakeholders across TrekkSoft to create the best customer experience. Join us and help our customers to resolve their issues and make the most out of our booking solution!

Applications and CV´s for this job posting are required to be submitted in English.

Responsibilities

• Effectively interact with customers of all technical skill levels to define, research, and resolve customer issues quickly and accurately.
• Communicate and resolve technical issues via email, chat or screenshare until resolution.
• Contribute to and manage the customer-facing knowledge base articles.
• When immediate resolutions are not possible due to e.g. a bug, document the issue and escalate this to the product team through established procedures.
• Provide timely updates to customers, colleagues, and management on the status of outstanding cases.
• Organize and communicate customer feedback and bug reporting to the appropriate internal audience.
• Communicate and resolve technical issues via email, chat or phone until resolution.
• Provide a superior level of service in all customer interactions, with a target on first-call resolution.
• Participate in Quality Assurance tasks.

• Demonstrable 3+ years experience providing technical support in customer-facing roles, preferably in a SaaS environment or tech company.
• Fluent English and German, both spoken and written. Additional languages are a plus.
• Tech Savvy. A strong ability to quickly understand and troubleshoot complex software systems and functionalities.
• Ability to research using internal knowledge bases and public documentation (e.g. Help Pages, Confluence, StackOverflow, etc…)
• Self starter able to take initiative on tasks, think creatively and, work well within a team.
• Familiarity with Atlassian products, particularly Jira and Confluence is a strong plus.
• Previous experience using Hubspot, Intercom, Zendesk, or other CRMs or customer communication systems.
• Creative problem-solving capacity to find customer solutions within the constraints of the software. Strong affinity with SaaS and technical systems.
• Strong customer focus. Your main goal is problem resolution and customer happiness.
• Knowledge of the tourism industry is a big plus.
• A technical background in at least two of the following: HTML, CSS, API, Google Analytics or SEO is a plus.
• You are a resident of the EU or are in possession of an EU passport.

• 🚀 Make a real Impact in a fast-paced, dynamic environment.
• 🌍 Join an international, young, and enthusiastic team.
• 🏡 Work remotely with flexibility and freedom.
• 📚 Fuel your growth with ongoing learning support.
• ✈️ Experience our yearly team week in an international location.
• ⏰ Enjoy a flexible working environment that fits your life.
• 🎉 Celebrate with a day off on your birthday.
• 🌴 Earn extra vacation days with tenure.

Recruitment Process and Expectations

By applying for this position, you acknowledge and agree that, as part of our comprehensive hiring process, you may be asked to complete various tests, exercises, presentations, and interviews. These activities are designed to help us assess your skills and suitability for the role, and are an integral part of our recruitment procedure. Please note that these assessments are an essential part of the process and will not be financially compensated.