Support / Helpdesk Agent

Overview

This role is for a Support / Helpdesk Agent at TrafficPrisma within the consulting, media, and marketing industry. The position offers flexible full-time, part-time, or freelance engagement with completely remote work during flexible hours from 5 AM to 8 PM, aside from scheduled meetings. Communication must be fluent in both German and English. Annual compensation ranges between 24000 and 50000 EUR.

Key Responsibilities

• Deliver prompt customer support with response times under one hour.
• Develop and maintain a self-service portal, writing FAQs, tutorial articles, and canned responses.
• Provide solution-oriented technical support across multiple channels, including email, chat, phone, instant messaging, blogs, and social media platforms such as Facebook, Xing, LinkedIn, and YouTube.
• Maintain a 100% ticket resolution rate within 24 hours, ensuring customer satisfaction and repeat service bookings.
• Create and optimize FAQs, support processes, telescripts, promotional materials, templates, and checklists collaboratively with marketing and internal teams.
• Monitor TrafficPrisma's online activities to enable professional feedback and comprehensive support.
• Analyze KPIs and metrics to improve support quality and provide detailed reports using cloud dashboards like Klipfolio.
• Support testing of support channels, cloud tools, and new software features, presenting findings in team meetings.
• Suggest new service offerings and strategies to scale upselling via support channels.
• Preserve confidentiality of sensitive customer information and handle all support activities with professionalism, empathy, and clarity.

Qualifications and Skills

• Previous experience in customer support, helpdesk, or technical support roles.
• Familiarity with SaaS products and support ticket systems.
• Additional training in psychology, key-accounting, sales, or related fields is advantageous.
• Excellent communication skills, teamwork, organization, empathy, time management, problem-solving, and customer-service orientation.
• Ability to work reliably and independently in a remote environment.
• Proficiency with Microsoft Office, Google Drive, and quick adaptability to cloud-based tools such as Freshchat, Freshdesk, Kajabi, and Trello.

Personal Attributes

• Approachable, friendly, and effective communicator.
• Emotional control under pressure and capable of handling stressful situations calmly.
• Open-minded yet serious and responsible in work conduct.
• Balanced, helpful, socially and emotionally competent.
• Eager to learn, adaptable, and interested in new topics.
• Strategic, methodical, clear, and long-term planner.
• Positive mindset, grounded, and motivated to take initiative.
• Structured, reliable, and quality-conscious in work approach.

Benefits and Work Environment

• Work completely remotely from any location worldwide, including home or coworking spaces.
• Engage in a creative, learning-friendly, and open team atmosphere.
• Freedom to contribute ideas and improvements actively.
• Continuous support and training for personal and professional growth.
• Flexible scheduling aligned with individual biological rhythms.
• Opportunities to visit colleagues internationally and work temporarily abroad.
• Access to extensive knowledge resources including ebooks and online courses.
• Participation in bi-annual retreats and team events.
• Guidance from experienced leadership and ongoing development programs.
• Fitness benefits including gym membership and nutrition planning.

Additional Information

The company encourages applicants who want to escape typical office routines and join a visionary project to simplify business building processes. The recruitment process involves an innovative form including personal questions to focus on candidate strengths early. Applicants agree to the processing of personal data for employment purposes upon application submission.