Software Support Specialist – German Speaker

Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimise operations across channels, scale product offerings and enhance margins.

Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimised consumer shopping journeys from beginning to end.

Overview

As a Software Support Specialist, you play a crucial role in providing accurate and timely support to our clients. You will provide support by addressing inbound software queries through various channels such as portal, email, telephone, and chat. Your responsibilities include promptly responding to clients’ requests, accurately documenting issues and resolutions, and proactively identifying trends for management attention. You use your knowledge and expertise to mentor/coach new team members and assist level 1 associates. This position may require working specific scheduled shifts to ensure global support for coverage.

Responsibilities

• Demonstrate an in-depth understanding of one or more Rithum platforms; may serve as a subject matter expert (SME) in a specific area of expertise.
• Handle inbound software support requests through various channels, including the portal, email, telephone, and chat. (Tier 1 and 2 support)
• Send proactive outbound communications to clients regarding file or communication failures.
• Accurately document client issues and all actions taken (both internal and external) using ticketing software.
• Consistently meet or exceed departmental and individual performance goals, including metrics such as client satisfaction, initial response time, issue resolution, and quality scorecard results.
• Create and/or escalate support requests to Engineering for Tier 1, 2, or 3 issues.
• Identify and communicate emerging trends to management based on ticket patterns and client feedback.
• Create and maintain internal knowledge base articles and other support resources.
• Support client satisfaction efforts through analysis and outreach.
• Contribute to special projects as assigned.
• Act as a peer mentor or coach to new team members; support Level 1 agents with training gaps and escalation guidance.
• Participate in workload management processes.
• Participate in the on-call rotation for after-hours support coverage.

Qualifications

Minimum Qualifications

• 1+ years computer/technical/call center client service experience.
• Fluent in both written and spoken English and German.
• Interpersonal and problem-solving skills.
• Ability to organize work and multi-task.
• Demonstrated ability to write in clear, concise, organized manner with appropriate level of detail.
• Experience with Windows computing environment, MS Office.
• Effective collaborator with proven process improvement skills.
• Must have reliable Internet access.

Preferred Qualifications 

• 1 year of tech support experience, plus 1 year of working in a b2b software support role.
• Fluent in both written and spoken Dutch.
• Prior experience with Ticketing and CRM software.
• Knowledge of APIs, EDI, XML, Flat Files and AS2, SFTP, HTTP communication protocols.
• Experience using the Rithum platforms.
• Prior experience working remotely.

Travel Required

Up to 10%

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What it’s like to work at Rithum

When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.

As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans.

At Rithum you will:

• Partner with the leading brands and retailers.
• Connect with passionate professionals who will help support your goals.
• Participate in an inclusive, welcoming work atmosphere.
• Achieve work-life balance through remote-first working conditions, generous time off, and wellness days.
• Receive industry-competitive compensation and total rewards benefits.

Benefits

• Enhanced Private Medical Insurance and a Health Cash Back Plan
• Life insurance & disability benefits
• Pension plan with 4% Company match
• Competitive time off package with 25 Days of PTO, 8 Company-Paid Holidays, 2 Wellness days and 1 Paid Volunteer Day
• Flexibility to choose where you work – at home, in the London office, or both!
• Access to tools to support your wellbeing such as the Calm App and an Employee Assistance Program
• Professional development stipend and learning and development offerings to help you build the skills and connections you need to move forward in your career
• Charitable contribution match per team member

Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need.

We’re committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we’re here to ensure a seamless experience as you explore opportunities with our team.