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Customer Success Support Associate with English and German

LumenAbout the company

  • Królowej Jadwigi 43, Poznań
    Poznań, Greater Poland
  • Offer expired 21 days ago
  • Remote recruitment
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

Lumen

Królowej Jadwigi 43

Poznań

Your responsibilities

  • Prioritizes and responds to customer needs via a pooled desk-based account team, escalating internally when necessary.

  • Arm customers with appropriate information and self-serve options for efficient technical issue resolution

  • Educate and guide customers to resources to ensure clarity with Lumen invoices, payment options and paths for swift resolution if necessary.

  • Drive proactive renewal communications before upcoming contract expiration.

  • Leverage digital and automated touchpoints driving customer value via the use of Lumen services.

  • Efficiently make changes to products and services based on customer needs.

  • Provide holistic renewal offers aligned to customer roadmap, including product retirements and migrations.

  • Navigates and leverages resources, systems, and tools to mine/validate critical account data effectively and efficiently.

  • Responds to requests from the internal Lumen customer success executives/ consultants and associates, including service inventory reports, order reports, trouble/billing ticket research, bill audits, etc.

  • Assists in implementing customer onboarding workflows and process

  • Completes preliminary research, pricing, quoting, amendment generation for moves, adds, and change orders.

  • Conducts renewal research, preliminary tasks enabling contract generation and readiness.

  • Supports implementation of customer advocacy via feedback-close loop processes.

  • Provide troubleshooting assistance/information gathering for customer product and portal adoption (leveraging on-demand videos and tutorials) as well as service/technical issue resolution.

  • Escalates issues appropriately and knows when to pull in Sales, CS, and other stakeholders to assist in resolving outstanding matters.

  • Implements automation and digital transformation strategies by learning and promoting self-serve customer mentality and activities.

  • Document events and interactions in SalesForce by creating, tracking, and closing cases when issues are resolved.

Our requirements

  • Bachelor’s Degree in Business or equivalent work experience

  • 1+ years of work experience in a customer support role/3+ years of relevant working experience in the technical industry

  • Fundamental understanding of the Customer Success methodology and best practices

  • Strong written and verbal communication skills

  • Excellent attention to detail and follow-through, with the ability to handle and prioritize high-volume activities, case assignments while minimizing tasks falling through the cracks.

  • Adept at finding answers on the spot and handling uncertainty

  • Good working knowledge of Windows, SFDC and other web-based platforms

  • Consistently ensures that business is always conducted with empathy and integrity.

  • Thoughtful, trustworthy doer

  • Must have fluent English and German

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • remote work opportunities

  • flexible working time

  • no dress code

  • meal passes

  • sharing the costs of tickets to the movies, theater

  • employee referral program

  • charity initiatives

  • one shorter working day

  • 12 month job security

  • Annual bonus scheme

Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

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Job Summary

The Customer Success Support Associate is a desk-based role providing pooled support to both our small-medium customer segment and the internal CS organization via back office functional requests. This role embraces a customer-centric mind-set with a sense of urgency in customer priorities and helping others while enabling customer success. Ideal candidates are action-oriented, problem solvers eager to find answers leveraging multiple resources.