Customer Support & Community Representative (/n) in Home Office bei OpenProject GmbH

At OpenProject we are building the leading open source project management software. To enable our further growth, we are searching for a new team member who is passionate about supporting our customers in using our software and thrives in remote team collaboration in a flexible part-time or full-time position.

Job Description

• You are the first point of contact for our users and handle all customer queries in a friendly and efficient manner - topics might include product features, technical issues or billing. Most questions will be handled in written form via our CRM, but you should also don’t be shy when it comes to supporting our clients on the phone.
• You ensure user satisfaction by identifying and tailoring solutions to their individual needs, making sure they receive a timely response and suggesting best practices to them.
• You monitor and address community questions and requests and interact with the OpenProject community on an ongoing basis (primarily through forums and within the OpenProject software)
• You provide feedback to product, marketing and sales teams based on customer interactions and work closely with all team members to deliver a best-in-class experience for existing and potential users.
• You provide (online) trainings and demos to our users.

Qualifications

• You are proficient in both the English and German language (both written and verbal) - you will be working with our clients and users in both languages. Proficiency in a third language, especially French, would be a big bonus.
• You have initial work experience, ideally within customer support and/or sales at a tech company.
• You have succesfully completed your Bachelor’s degree - it doesn’t matter in which subject as long as you are tech-savvy.
• You genuinely care about providing good service to clients and users.
• You are empathetic and patient. You can easily understand others’ perspectives and express yourself clearly and tailored to your audience (both in written and spoken form).
• You have strong problem-solving and troubleshooting skills.
• You have very good skills in using office applications, previous experiences with Odoo or a similar CRM would be great.
• Experience in working with project management software and OpenProject in particular would be a strong plus.
• Our “OPENP” core company values resonate strongly with you
  (O = Open for new stuff, P = Pragmatic (not dogmatic), E = Engaged for clients and colleagues, N = Neigung (passionate) about OpenProject, P = Proactive and accountable).

What awaits you

• The best of both worlds: the creative challenges and learning opportunities of a start-up combined with the financial stability of a “grown-up” company in a team of around thirty dedicated professionals.
• The flexibility to decide from where you would like to work: remotely in any location worldwide or from our office in Berlin right next to Gendarmenmarkt.
• Having a real impact on our client success and satisfaction as well as providing your input for future product development.
• You will be reporting directly to our Customer Support & Community Manager and will work with a team of experienced professionals who love to learn from each other.
• You will be in touch with exciting clients and users from all around the globe, including NGOs and other open source projects which we love to support in fulfilling their mission (such as Greenpeace, Doctors without Borders), corporates like Siemens, Deutsche Bahn or Audi and public institutions like German Federal Ministries.
• A competitive salary.

Find out more on

...our company and product: openproject.org
...our code: github.com/opf/openproject
...our employee and candidate satisfaction: https://www.kununu.com/de/openproject or https://tinyurl.com/glassdooropenproject

Still have some questions before applying? Don’t hesitate to reach out to our HR Manager Judith (j.mcgee(at)openproject.com).