Customer Support Specialist, Smallpdf
German Speaker
PDF software
Job no longer available
PDF software
21-100 employees
Job no longer available
21-100 employees
Company mission
Smallpdf is on a mission to make PDF easy.
Role
Who you are
- 3–5 years experience in a technical B2B customer support role
- Experience with SaaS products and software licensing, combined with a strong technical understanding (eg. OS, command line, VMs)
- Familiarity with ticketing systems (e.g., Zendesk, Jira, Helpdesk)
- Proven ability to perform technical analysis and troubleshooting
- Excellent written and verbal communication in English and German (must)
- Your passionate about customer interaction, love to take initiative, work independently and manage high-volume client requests
What the job involves
- Pdftools is looking for a dedicated and technically savvy Customer Support Specialist to join our Customer Operations team
- This role is central to ensuring a smooth, helpful, and technically accurate support experience for our customers across the globe
- You will be the first point of contact for technical support requests, managing around 10 inbound customer tickets daily, performing triage and basic analysis, and coordinating with internal teams
- Over time, you will evolve into a subject matter expert on our licensing and documentation systems, and progressively handle more complex troubleshooting and product analysis
- Manage and respond to a high volume of inbound support tickets
- Perform initial triage and routing of customer issues
- Provide first-level support for licensing and documentation topics
- Assist with deeper technical investigations and problem-solving
- Collaborate closely with engineers, product managers, and writers
- Ensure adherence to internal support processes and maintain high-quality customer outcomes
Our take
PDFs might be the bane of many employees’ existence, but they are not going anywhere. Smallpdf was created to ease the pain of converting, compressing and editing documents.
The company has focused on increasing the efficiency of handling PDFs wherever workers might encounter them. That has led Smallpdf to prioritise integrations with other major enterprise software companies such as Dropbox.
The startup is not happy to sit with its 25M+ unique users per month and is looking to acquire more customers through providing its services on additional platforms. Think fully-fledged native mobile apps for iOS and Android.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-32% employee growth in 12 months
Company
Company benefits
- Flexi Time | Early bird or slow to rise? We’ve got you covered with flexible working hours to suit you at your most productive.
- Choose Your Own Platform | Apple evangelist, Linux lover, or Windows disciple? We’re platform agnostic, so you have the freedom to choose how you work
- Free German Lessons | Sprichst du Deutsch? If that sounds like Greek to you, you’ll love that we offer free German language lessons
- Personal Development | We help our employees grow. Each year, you’ll get an allocated budget, plus dedicated time for personal development
- Free Food & Drinks | Enjoy our famous weekly team lunches, plus unlimited free coffee, and our fully stocked fridge—on the house
- All for Fun & Fun for All | Soak up the Swiss Alps, meet with your team in a canoe on Lake Zurich, or zoom around in a go-kart! We’re all for fun!
Company HQ
Alt-Wiedikon, Zürich, ZH
Leadership
Manuel Stofer
(CGO & co-founder)Stepped aside as CEO in 2019. Previously a web developer for many years, most recently at rtp.ch.
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