Product Support Specialist (m/f/d)

About the role

AnyDesk was founded under the belief that software technology and global connectivity can be a means to improve the way society functions. Today, AnyDesk builds a platform technology to reinvent the internet. Join us in shaping the future of software technology! This is a fixed-term position with the potential for extension.

Requirements

• Monitor and respond to user inquiries and feedback on multiple app stores (E.g. Apple App Store, Google Play, etc.) and email channels. Provide support, troubleshooting, and solutions in a timely and professional manner
• Make use of vital data and statistics offered by the app stores and other sources to track and analyze interactions and identify opportunities for improvements
• Communicate external feedback and synchronize best strategies with internal teams such as Customer Experience to drive continuous improvement
• Keep up to date with all features and changes in the releases of the AnyDesk application on all platforms
• Investigate and attempt to reproduce reported user issues on different mobile devices and operating systems and test potential fixes working closely with QA
• Document and escalate bugs by creating detailed reports for the Development team
• Utilize tools like Confluence and Jira to document processes and track issues
• Maintain and enhance brand reputation by engaging with customers in a positive and proactive manner
• Stay up to date with social media best practices and platform updates
• Very strong ability to listen attentively, apply logic and reason, follow- through, can-do attitude, and exceptional communication skills both written and verbal
• Easy to work with
• Sense of urgency
• Exceptional written and verbal communication skills in English and German
• A customer-focused mindset, capable of understanding and addressing user needs while delivering clear, practical, and solution-driven responses
• Strong technical knowledge of mobile devices and operating systems (Android, iOS)
• Excellent troubleshooting and analytical skills
• Social media proficiency to monitor and engage with users effectively
• Ability to work collaboratively with Development, QA, and Customer Support teams
• Preferred Skills and Experience:
• A few years experience in social media support, customer service, or a related field, preferably related to mobile applications
• Experience in using social media analytics tools to measure engagement and performance
• Knowledge of customer support best practices and online reputation management
• Structured work approach and a proactive attitude for improving processes
• Basic understanding of mobile app development and debugging tools
• Experience with Confluence and Jira or similar tools for documentation and issue tracking
• Detailed knowledge of released versions of the operating systems
• Are you ready for exciting tasks in an agile work environment with a both professional and collegial atmosphere? Apply now! Your contact person is Mona Baylie, Talent Acquisition Specialist.
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