Job Description

About the Role

We are looking for a proactive and customer-focused Technical Client Success Specialist to join our Level 1 Triage team. As the first point of contact for technical support requests, you will play a key role in delivering an excellent client experience by assessing, prioritizing, and resolving incoming queries while ensuring complex issues are directed to the appropriate specialist teams.

Please note: This position sits on a global team and English is a requirement. To be fully considered, please submit your CV in English.

What You'll Do

• Act as the first point of contact for incoming technical support requests.
• Triage, categorize, and prioritize tickets to ensure efficient handling.
• Resolve straightforward technical issues and service requests.
• Perform initial troubleshooting and gather relevant information for investigations.
• Escalate complex issues to specialist teams when required.
• Maintain accurate case records and ensure SLA targets are met.
• Communicate professionally with clients and internal stakeholders.
• Contribute to process improvements and knowledge-sharing initiatives.

What We're Looking For

• Strong customer service and communication skills.
• Excellent organizational and time-management abilities.
• A problem-solving mindset with strong attention to detail.
• Ability to work effectively in a fast-paced environment.
• Experience using ticketing or CRM systems is desirable.
• Basic technical troubleshooting skills and an interest in technology.

Success in This Role

You will thrive in this role if you enjoy solving problems, delivering great customer experiences, and ensuring requests are routed quickly and accurately to the right teams. Your work will help drive efficient support operations and high levels of client satisfaction.

Why Join Us?

You'll be part of a collaborative technical support organization where you'll develop your technical expertise, gain exposure to a wide range of client challenges, and play an important role in ensuring a seamless support experience

Our Offer

• Flexi-Week: We prioritise your mental health and wellbeing by offering you a four-day Flexi-Week (with one lighter or completely disconnected day per week) at full pay, with no reduction to your annual holiday allowance.
• Flexi-Office: We offer an international culture and flexibility through our hybrid working model, designed to foster collaboration, trust, and autonomy.
• Work Expense Contribution & Remote Working Furniture: You will receive a monthly allowance to cover part of your running costs, as well as a furniture package to support you in setting up a comfortable workspace at home.
• Meal Vouchers: we offer you meal vouchers for lunch
• Public Transportation: you are entitled to a transportation voucher or card to commute to the office

In addition, you’ll benefit from our global offering, including health and wellbeing initiatives, learning and development via Awin Academy, and peer-to-peer recognition programmes.

Established in 2000, Awin is proud of our dynamic, social and inclusive culture.

Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities.

Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.

Awin is part of the Axel Springer group. Learn more at axelspringer.com/en/, and explore the Axel Springer Essentials here: axelspringer.com/en/inside/the-essentials-what-we-have-adapted-and-why

Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.