Associate Specialist, Services (Bilingual - English/German)
Yext
- London
- Permanent
- Full-time
- Establish yourself as a dependable, solution-oriented Yextpert who can creatively and professionally advise clients on digital presence best practices
- Troubleshoot platform and client-specific inquiries via email and during virtual calls
- Maintain inbound queue management strategies to ensure adherence to the SLA
- Provide consultative and training services through 1:1 and group advisory settings via webinars, and virtual meetings
- Craft help articles and other support materials to empower users to serve themselves
- Interpret customer requests, tailor your conversations according to their needs, and effectively communicate these needs to ensure we are exceeding client expectations - every time!
- Work cross-functionally with Client Success, Operations, Engineering and Product teams to deliver full 360-support and surface trends that enhance the end-user experience
- Ideate, build and scale new ways of thinking about the value our services bring to clients as well as our internal operational efficiency
- Specialize in client and industry knowledge to become a Client/Industry Subject Matter Expert by participating in account meetings and documenting new features and client-specific processes
- Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
- BA/BS degree or a similar college-level education
- Interest in pursuing a career in Customer Success, Services or Support within the SAAS space
- Customer-facing experience, ideally in an online setting such as telephone/online support, training or in-person retail experience
- The ability to think creatively, analyze, and understand complicated and abstract ideas
- Outstanding and effective interpersonal skills
- Evidence of taking leadership or distinguishing yourself from your peers, especially in team or social activities
- Ability to work quickly and independently with excellent time management skills
- Excellent written and verbal communication skills that can be tailored to a broad range of people in English & German
- Strong computer skills, including typing skills, and the ability to adapt quickly to new programs
- A knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to others
- Ability to work 40 hours/week.