Customer Support Agent (German & English Markets) (f/m/d)

Graz Full-time

Job Description

Welcome to Nuki. A place where our employees have priority, where this week’s ideas develop into next week’s new features, where decisions are made quickly, and where mistakes are used as an opportunity for further development. Innovation is more than just a trend; it is part of our DNA. We build on it because if we have the choice between comfortable and exciting, we always choose the latter.

As a Customer Support Agent  (German & English Markets) (f/m/d) at Nuki you will be an important part of our mission to provide an exceptional service experience to our customers. You will act as a creative and analytical problem solver in a dynamic and multifaceted environment, who is passionate about communicating with customers, used to solving complex problems simply, thus ensuring an excellent customer experience for our customers.

Your Role

  • You identify problems and resolve customers' inquiries regarding hardware, software, and services in a timely manner
  • You communicate clearly and guide customers through troubleshooting processes step by step via email and in certain cases over the phone (2nd level) 
  • You consult and collaborate with team members or other departments to determine steps and procedures taken to resolve issues and ensure customer satisfaction
  • You translate technically complex topics into simple, understandable solutions for our customers
  • You continuously bring in suggestions for improvements in order to enhance improve the customer service experience

Job Requirements

  • You have at least 3 years of experience in customer support (ideally in IT or tech support in the B2C sector) and are familiar with customer email and phone communication.
  • You have excellent communication skills and a very good command of written and spoken English and German.
  • You are characterized by analytical thinking, a structured approach and a performance mindset.
  • Ideally you have a technical education or professional background or you are familiar and interested in technology innovations and trends (e.g. in smart home technology and digital services).
  • Preferably you have worked with a ticketing system  such as Zendesk.

Why Us

  • You will get the chance to contribute your ideas in a fast growing, highly motivated team and thus actively shape the future of Nuki
  • Active further development is very important to us. We will support your personal and professional development in the office and outside at conferences, seminars or by sponsoring special literature and also offer German and English courses
  • You have free choice of your computer and operating system (Win/Mac/Linux) and can also use your company smartphone privately if you wish to do so
  • You get December 24th and 31st as one extra day off (=26 vacation days)
  • We live and love our flexibility. Therefore, in addition to our extensive flextime model, you are free to work three days a week at home
  • No matter if you want to work part-time or full-time: We consider your individual wishes, support you in all matters and subsidize ongoing childcare costs
  • You decide how you get to the office: If you use public transport, we will subsidize your climate ticket or offer you parking spaces & charging stations in our parking lot
  • Once a week we have breakfast together. You also get high-quality coffee and tea, regional juices, fruit and vegetables as much as you want at any time
  • To help you relax during stressful periods, we offer free online yoga classes during working hours or discounts at different gyms and climbing centers. You also have the opportunity to receive professional psychological online counseling as part of our Instahelp cooperation
  • We host team events several times a year. From our 2-day summer event, to our beach volleyball challenge, our legendary Christmas party or the dumpling challenge: we also create shared memories outside the office
For the advertised position, a minimum salary of € 2,753.00 gross per month applies according to the collective agreement (no all-in). Willingness to significantly overpay if you have the appropriate qualifications. This position is open for applications in Graz.

About Us

We at Nuki are breaking new ground and are working on a completely keyless future. As one of the fastest growing companies in Austria, we offer high-quality products, a dynamic team of 120 employees and more than 450,000 satisfied customers. We are pioneers in the Smart Home sector and are looking for people like you who are not satisfied with the status quo and are willing to take on responsibility quickly. We look forward to getting to know you!

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