Product Support Specialist (m/f/d)

About Us
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.
What we are looking for:
To help us on our mission, we are looking for a talented and highly ambitious Product Support Specialist. In this role, you will be responsible for engaging with customers through app store reviews and email reports, addressing inquiries, resolving issues, and ensuring an excellent online customer experience. You will work closely with Development, QA and Technical Support teams to maintain a positive brand presence and enhance customer satisfaction.
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
Basic Qualifications:
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
What we offer:
Flexible working hours
Potential for personal and professional development
A fun, creative and supportive team
Be part of a fast growing company with a lot of opportunity for advancement
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.
AnyDesk is an equal opportunities employer. We want to give our employees room to grow, create a fun atmosphere to work in, and offer you the opportunity to produce the most creative, most daring, most exceptional results of your career. That’s exactly why we’re looking for people who enrich us. We do not care about age, gender, sexual orientation, disability, civil status, religion, or ethnicity. We consider all equal and provide equal opportunity to all.
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