Customer Support Analyst (German Speaker - 12 Month FTC)

Job Title: Customer Support Analyst (German Speaker - 12 Month Fixed Term Contract)

Location: Remote (Home Based)

Are you passionate about delivering exceptional customer support and helping customers get the very best from innovative technology? Do you thrive on solving problems, building strong relationships, and providing first-class support in both German and English?

Our Product Team at Intellync are looking for a talented Customer Support Analyst (German Speaker) to join our growing, global business. In this role, you'll provide first-line support and training to our German-speaking customers, helping them make the most of our market-leading dairy technology solutions. Working closely with colleagues, customers and third-party partners, you'll troubleshoot issues, support customer onboarding, and play a key role in delivering an outstanding customer experience across our innovative farm technology platforms.

• Provide first-line support to customers by responding to enquiries via telephone, email and other communication channels, delivering an excellent customer experience.
• Troubleshoot technical issues, resolve incidents wherever possible, and escalate more complex cases to the appropriate teams.
• Handle customer incidents and escalated issues, working collaboratively with internal teams and third-party partners to ensure timely resolution in line with agreed SLAs.
• Support the onboarding of new customers by delivering training, scheduled follow-up calls and early-life support to help customers successfully adopt our software.
• Accurately log, update and manage support tickets, contributing to performance reporting and ensuring support activities are fully documented.
• Work closely with Sales and Marketing teams by responding to customer enquiries and supporting the wider customer journey.
• Investigate non-conformances, follow established support processes, and identify opportunities to improve ways of working as the business continues to grow.
• Contribute to the ongoing success of our global support function, providing additional support as new products, customers and services are introduced.

• Previous experience in a customer support, customer service or service desk environment, supporting customers across multiple channels such as telephone, email and web chat.
• Fluent (native or professional level) German and English, with the ability to communicate confidently across phone, email, training sessions and customer support interactions.
• Strong troubleshooting and problem-solving skills, with the ability to remain calm and focused when resolving customer issues.
• A customer-first mindset, with empathy and an understanding of the importance of supporting customers whose businesses rely on our technology every day.
• Good IT skills, including Microsoft Office applications such as Outlook and Excel, along with the ability to quickly learn new software and systems.
• Excellent communication, interpersonal and presentation skills, with the confidence to build positive relationships with customers and colleagues.
• A proactive, self-motivated approach, with the ability to work independently, use initiative and thrive in a growing business where processes continue to evolve.
• Previous experience working to KPIs and SLAs would be advantageous, as would an interest in agriculture or dairy farming and additional language skills beyond German and English.