We are seeking a highly motivated and technically proficient Technical Client Specialist to join our team. This quota-carrying role is focused on inbound sales—qualifying, quoting, and closing new applications from core accounts. The ideal candidate will possess strong technical acumen, exceptional collaboration skills, and a deep understanding of scope development for complex solutions. This role is pivotal to our sales cycle and has a significant downstream impact on project execution and turnaround time. You will work closely with technical reviewers and project managers to ensure accurate qualification and quoting, enabling seamless project delivery. With a legacy spanning more than 80 years, NSF leverages science and innovation to improve human and planet health. We provide science-driven, independent testing, inspection, certification, and advisory services and develop the very standards that drive the food, water, and life sciences industries worldwide. We empower our clients to navigate shifting regulations to improve consumer health, safety, and quality of life. One of our core values is We Are One NSF. This means that while we’re one team, we embrace the cultural, ethnic, language, and demographic diversity that reflects the societies in which we live and work. Come join a team that makes a difference in the world. More information about NSF can be found at nsf.org. NSF is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. Notice to Agency and Search Firm Representatives: Please note that NSF is not accepting unsolicited resumes from agencies/search firms for this role. Resumes submitted to an NSF employee by a third-party agency without a valid written & signed search agreement between NSF and said third-party agency will become the sole property of NSF. No fee will be paid if a candidate is hired as a result of an unsolicited agency or search firm referral. Thank you. As pioneers in the food safety industry, NSF is proud to play a vitally important role in helping food service businesses of all sizes, from local cafes to multinational supermarket brands, stay ahead of risks, regulations and consumer expectations, while delivering on their commitment to food safety and public health.

Role Description At Poka, we’re transforming how frontline teams operate, learn, and solve problems. Our connected worker platform is purpose-built for manufacturing, empowering frontline workers to share knowledge, collaborate in real-time, and drive continuous improvement. We’re looking for a Customer Support Specialist in Europe to join our global team (also includes North America & Sri Lanka). This isn’t a call-center role - it’s a thoughtful, solution-focused position where you’ll work closely with clients in manufacturing to overcome real operational challenges. If you’re fluent in German and English, comfortable in B2B SaaS environments, and enjoy combining customer empathy with technical problem-solving, this could be your next step. What you’ll be doing - Serve as a primary point of contact for our European customers via chat or email, with occasional screen-sharing sessions when needed. - Investigate and resolve technical and functional product questions in a timely, clear, and professional manner. - Collaborate with Product, Engineering, and Customer Success to escalate and track issues. - Use internal tools - including AI-powered resources - to research solutions and continuously expand your product knowledge. - Translate customer challenges into actionable feedback for internal teams. - Contribute to knowledge base articles and internal documentation to strengthen team efficiency. - Help shape support best practices in Europe as we grow our regional presence. Qualifications - 2+ years of experience in a B2B SaaS/Software customer support role. - Fluency in both German and English (professional level or fluent proficiency). - Experience supporting customers via chat-based platforms (Intercom experience is a strong plus). - Familiarity working with ticketing/issue tracking tools such as Jira. - Strong written communication skills - clear, structured, and customer-friendly. - Confidence navigating technical conversations (you don’t need to code, but you understand how SaaS products work). - A proactive, independent mindset - you’re comfortable owning issues end-to-end. - Experience supporting manufacturing or industrial clients is a plus. Benefits - Dynamic and collaborative work environment. - Generous vacation policy upon arrival. - Remote work policy. - A truly flexible schedule that allows you to adapt your work hours. - Benefits Plan offered from day one. - MacBook Pro and €500 allowance for your home office. - Generous referral bonus. - The tools, support, and opportunities you need to keep learning and progressing in your career.

• Respond to buyer inquiries via chat • Provide diligent and friendly service • Increase sales performance through cross-selling and upselling • Contribute to the goal of maximizing customer retention • Ensure chat response time and rate SLAs are met • Identify the needs of buyers by asking relevant probing questions • Acknowledge and resolve buyer concerns and complaints • Analyze and report product and promotion issues • Actively collaborate with internal and external stakeholders

• Respond to customer inquiries promptly and professionally via email, chat, and phone • Troubleshoot common issues and provide clear guidance to customers • Collaborate with the team to ensure smooth operations and a positive customer experience • Escalate complex issues when necessary while providing accurate documentation • Maintain records of interactions and track customer feedback