Sherpany`s mission is to give back time by turning formal meetings from time-wasters into value-creators. Our team is building a mobile and web based platform that allows effective choice making by digitally transforming meetings and decision making processes. In cutting administrative, organizational and repetitive work Sherpany`s platform is actively sparing resources like paper, shipping and transportation. Within the next 5 years we aim to give back over 2 Mio. hours of extra time to people making decisions thereby enabling them to focus on value-adding work. Our headquarter is located in Zurich and we have offices in Lisbon, Berlin, Paris, Milan and Wroclaw.
Your mission - Bring a smile to our customers face :-)
As a member of our Customer Support Team in Lisbon, you help our customers such as banks, insurances and pharma companies to find solutions in their daily use of our meeting management software. With your support you ensure that their use of our solution is a flawless experience and you illustrate how the product has the ability to set them free to do great work. Within Sherpany, you have the opportunity to closely interact with a multinational and talented team, learn how to become a master of your craft and embrace your job responsibilities, which include:
- Ensuring a very high (<10 seconds for calls; <60 seconds for a chat; <10 minutes for email), responsiveness of incoming support requests
- Monitoring users behaviour and proactively offering support
- Providing educational support or occasionally running educational webinars or customer calls
- Supporting internal stakeholders e.g. sales in EN
- Analysing and categorizing support cases and reports findings to Engineering (Incidents) or CSM (RFI’s) with the request of taking corrective actions
- Ensuring ongoing increase of support efficiency by engaging in internal and external knowledge management (creating/ maintaining FAQ, Support Portal, Wiki)
- Engaging in product testing as the main source to ensure up to date product know-how
- Helping in product translations and reviewing translations in the app
- Offering “best-effort” translation services internally (following the capabilities)
What we'll love about you:
- You are fluent (oral & written) in French & German; English is on a good business level
- You have 2+ years’ experience in a similar position; supporting end users
- When talking to clients you excel through your outstanding communication skills and high service- and solution-orientation
- Customers, colleagues and superiors can count on you because you are a trustworthy, result-driven and reliable person
What you'll love about us:
- You are part of an international company with a flat hierarchy, in which you can take lot of responsibility and your ideas are always welcome
- In order to maintain your work-life balance we offer flexible working hours, home office and/or remote-working
- Your personal and professional development is important to us which is why we offer financial support for further education, trainings etc.
- We work with modern Apple products; every employee receives an own MacBook
- Last but not least: Our corporate culture means a lot to us which is why we organize regular team events and cultivate a value-driven cooperation
Our recruiting process:
- Send us your online application
- First interview with the People Business Partner (30 min)
- Solve a job related task 📝
- Second interview with the Hiring Manager
- TrialDay: Get to know the team and the job
- Offer 🎉