Customer Support Representative

LEVEL: Experienced / Senior 

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Unifiedpost Group is a public listed company, with its headquarter in Brussels and offices all around Europe, whose mission is to help customers simplify their business processes like invoicing, payments, financing, identity, through smart, secure, and cloud-based digital platforms. The first Romanian office opened in Timișoara in 2009 and now, in 2021 we are a local team of over 150 software developers, business analysts, QA and support engineers, talented and passionate people are always welcomed. Meet us! 

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Your mission as a Customer Support Representative is to be the first point of contact for customers requiring assistance with the products or services. The role is to handle incoming customer requests, provide basic problem solving and resolve common issues in a timely manner, efficiently and professionally. This is done in close cooperation with the other support departments. In this position, it is necessary to assess the relevance and importance of customer requests so that they are handled in the best possible way for the customer and the company. This requires excellent communication skills in written and spoken German and English. 

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As a Customer Support Representative, you will be responsible to: 

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• Be the first point of contact for national and international customer requests by phone or email to provide clear and concise explanations; 
• Handle incoming customer requests, provide basic problem solving and resolve common issues efficiently and professionally; 
• Independently perform initial analysis of customer requests and keep customers informed of progress;
• Careful documentation of processes in our ticket system; 
• Identifying and escalating complex problems to higher-level support teams; 
• Resolving basic technical issues such as password resets, software installation problems and network connectivity issues; 
• Obtaining important information for problem resolution and passing it on to colleagues from 2nd or 3rd level support. What you bring: 
• Excellent communicator in English and German both written and spoken; 
• Strong communication and interpersonal skills, with an ability to explain technical issues to non-technical users;
• Accurate and attentive to details; 
• Value team effort and act as a real team player; 
• Able to work in a co-operative, proactive and flexible way with colleagues at all levels of seniority;
• Good understanding of business & user needs; 
• Relevant experience in customer service; 
• You see helping users and customers as a challenge. 

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Bottom line: 

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Everyone pays well in IT. So of course you get an excellent salary, benefits, a great office in the city centre, and hybrid working. But we offer more than that: 

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• Challenges: we’re transforming the world of business communications and transactions; 
• Responsibility: making a difference in decision-making means you take on responsibility, not just tasks;
• Common purpose: you grow by learning new skills and we benefit from your knowledge. We all work together towards one goal; 
• Active involvement in a variety of local IT communities and local, national and international events;
• Active organizers of learning, social and fun events.

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We are one of the few institutions in the EU to own both a banking and a TPP license! This all means you will be working in a professional environment, with the latest technologies in terms of both security and development, including Java 17, Spring, Google Cloud Services, and Kubernetes cluster. 

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You can send your application to hr-romania@unifiedpost.com. We’ll treat it with care.

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. As an equal opportunity employer, we welcome applications from all backgrounds. Guided by the OECD Responsible Business Conduct and UN Human Rights principles, we are dedicated to ethical practices and making a positive impact through our innovative solutions.