📍 Job Overview

• Job Title: Technical Support Specialist - Bilingual (English/German)
• Company: Yext
• Location: London, UK
• Job Type: Hybrid
• Category: Customer Support & Services
• Date Posted: 2025-08-12
• Experience Level: Entry-level to Mid-level (0-2 years)
• Remote Status: On-site/Hybrid

🚀 Role Summary

• Key Responsibilities: Provide exceptional technical support to enterprise clients using the Yext platform, troubleshoot complex issues, and maintain high customer satisfaction.
• Key Skills: Bilingual (English/German), strong problem-solving skills, data analysis, and excellent communication abilities.
• 📝 Enhancement Note: This role requires a unique blend of technical aptitude, language skills, and customer service orientation. Successful candidates will have a knack for understanding and explaining technical concepts to non-technical users.

💻 Primary Responsibilities

• Client Support: Serve as the primary point of contact for clients, addressing their technical inquiries via email, phone, and chat.
• Issue Resolution: Troubleshoot reported product and publisher issues, diagnose problems, and deliver accurate, valid, and complete solutions to clients.
• Ticket Management: Develop ticket management strategies to ensure alignment with Service Level Agreements (SLAs).
• Platform Configuration: Provide platform configuration and data management services to clients and partners.
• Feedback Collection: Identify and surface trending customer/product issues, driving UI/UX improvements and new functionality by surfacing client feedback to the Product team.
• Internal Collaboration: Work multi-functionally with Client Success Managers, Services, and technical teams at Yext to deliver exceptional service and exceed client expectations.
• Mentoring: Serve as a mentor/coach to more junior members of the Technical Support team, including interns.
• Quality Assurance: Maintain a focus on excellence by meeting or exceeding quarterly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT).

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent work experience.

Experience: 1+ years of professional work experience, ideally in a customer support/contact center environment.

Required Skills:

• Bilingual: English and German (fluently and idiomatically)
• Strong problem-solving orientation
• Proficient in data analysis and manipulation
• Diligent, organized, and process-driven
• Excellent written and verbal communication skills
• Strong computer skills and adaptability to new programs, products, and procedures

Preferred Skills:

• Knowledge of ZenDesk
• Proficiency in Excel and SQL
• Customer-facing experience (retail, hospitality, online support, etc.)
• Evidence of leadership, outstanding track record, and/or peer recognition

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: £25,000 - £35,000 per annum (approximate, based on entry-level to mid-level experience in London)

Benefits: (Not specified in the job listing, but common benefits for similar roles in the UK include)

• Competitive salary
• Health, dental, and vision insurance
• Retirement savings plan with company match
• Generous time off (vacation, sick, and public holidays)
• Employee assistance program
• Professional development opportunities
• A dynamic and inclusive work environment

Working Hours: 40 hours/week, with overtime as needed.

🎯 Team & Company Context

Company Culture: Yext is known for its dynamic, inclusive, and collaborative work environment. They value diversity, innovation, and customer focus.

Team Structure: The Technical Support team is a group of technically savvy, social people who enjoy helping customers and solving complex problems. They work closely with Client Success Managers, Services, and technical teams to deliver exceptional service.

Development Methodology: Yext uses agile methodologies to drive continuous improvement and innovation in their products and services.

Company Website: Yext

📝 Enhancement Note: Yext places a strong emphasis on employee growth and development. This role offers ample opportunities to expand skill sets and grow within the organization.

📈 Career & Growth Analysis

Role Level: Entry-level to Mid-level (0-2 years)

Reporting Structure: This role reports directly to the Technical Support Manager.

Technical Impact: Technical Support Specialists have a direct impact on client satisfaction and retention by ensuring the smooth operation of the Yext platform and addressing client technical needs.

Growth Opportunities:

• Specialization in a product or feature and becoming a Subject Matter Expert
• Mentoring and coaching more junior team members
• Internal promotions and career progression within the Technical Support team or other departments at Yext

🌐 Work Environment

Office Type: Hybrid (combination of on-site and remote work)

Office Location(s): London, UK

Workspace Context:

• Collaborative workspace with a diverse team of professionals
• Access to necessary tools and resources for effective remote work
• Opportunities for in-person collaboration and team-building activities

Work Schedule: Flexible schedule with a focus on work-life balance. Occasional overtime may be required to meet client needs.

📝 Enhancement Note: Yext's hybrid work environment offers the best of both worlds – the opportunity to collaborate in person and the flexibility to work remotely when needed.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screen to assess language skills, communication, and problem-solving abilities.
2. Technical assessment to evaluate data analysis and problem-solving skills.
3. In-depth behavioral interviews to understand cultural fit and assess customer service orientation.
4. Final interview with the hiring manager or a panel of team members.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on data analysis and manipulation skills, focusing on Excel and SQL.
• Familiarize yourself with ZenDesk and other customer support software.
• Prepare examples of problem-solving scenarios and how you've handled them in the past.
• Research Yext's products and services to demonstrate your enthusiasm and understanding of the role.

ATS Keywords: (Relevant to the role, organized by category)

• Customer Support: Technical Support, Customer Service, Client Relationship Management, Problem Solving, Data Analysis, Excel, SQL, ZenDesk, Interpersonal Skills, Communication, Time Management, Mentoring, Process-Driven, Creativity, Technical Expertise
• Language Skills: Bilingual, English, German, Fluency, Idiomatic
• Work Environment: Hybrid, On-site, Remote, Flexible Schedule, Work-Life Balance, Collaboration, Team-Building
• Company: Yext, Enterprise, Customer-Focused, Inclusive, Dynamic, Innovative

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach
• Proactive problem-solving
• Continuous learning and improvement
• Collaboration and teamwork
• Excellent communication and interpersonal skills

Collaboration Style:

• Cross-functional collaboration with Client Success Managers, Services, and technical teams
• Knowledge sharing and mentoring
• Regular team meetings and one-on-ones to discuss performance and growth opportunities

📝 Enhancement Note: Yext's customer support team values a customer-centric approach, proactive problem-solving, and continuous learning and improvement. They foster a collaborative environment that encourages knowledge sharing and mentoring.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Troubleshooting complex technical issues and providing accurate solutions to enterprise clients
• Identifying and surfacing trending customer/product issues and driving UI/UX improvements and new functionality
• Maintaining high customer satisfaction and meeting or exceeding quarterly targets for Quality Assurance (QA), Customer Satisfaction (CSAT), and productivity (solves/AHT)

Learning & Development Opportunities:

• Specialization in a product or feature and becoming a Subject Matter Expert
• Mentoring and coaching more junior team members
• Internal promotions and career progression within the Technical Support team or other departments at Yext
• Access to professional development opportunities and training programs

📝 Enhancement Note: This role presents unique challenges and growth opportunities for candidates looking to develop their technical support skills, expand their knowledge of enterprise-level products, and advance their careers in a dynamic and inclusive work environment.

💡 Interview Preparation

Technical Questions:

• Describe a complex technical issue you've faced in the past and how you resolved it.
• How do you approach data analysis and manipulation to identify trends and insights?
• Can you walk us through your experience with customer support software, such as ZenDesk?

Company & Culture Questions:

• Why are you interested in the Technical Support Specialist role at Yext?
• How do you handle difficult or upset clients, and what steps do you take to resolve their issues?
• Can you provide an example of a time when you went above and beyond to help a client or colleague?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Prepare for behavioral interviews by reflecting on your past experiences and how they demonstrate the required skills and qualities for this role. Familiarize yourself with Yext's products, services, and company culture to showcase your enthusiasm and understanding of the role.

📌 Application Steps

To apply for this Technical Support Specialist - Bilingual (English/German) position at Yext:

1. Submit your application through the application link provided.
2. Tailor your resume and cover letter to highlight your relevant skills and experiences for this role.
3. Prepare for phone or video screens, technical assessments, and behavioral interviews by reflecting on your past experiences and practicing common customer support scenarios.
4. Research Yext's products, services, and company culture to demonstrate your enthusiasm and understanding of the role during interviews.
5. Follow up with the hiring manager or recruiter after your interviews to express your interest in the role and address any remaining questions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.