Cropster GmbH is looking for a Technical Support Specialist (f/m/d) to join our Technical Support Team. In this role, you will provide expert technical problem-solving to help customers resolve issues with our software and related hardware products. You'll have the opportunity to deepen your technical expertise while directly enhancing the experience for our global customer base in the specialty coffee industry.
What You'll Do
- Handle technical support tickets across our product suite with high accuracy and efficiency.
- Troubleshoot software and hardware issues using systematic diagnostic approaches.
- Collaborate with senior team members to resolve complex technical problems.
- Document solutions and contribute to our team knowledge base.
- Communicate technical information clearly to customers with varying technical expertise.
- Meet daily ticket targets, ensure SLAs are met, and strive for excellent customer satisfaction (CSAT) outcomes.
- Participate in team knowledge-sharing sessions and peer reviews.
- Contribute to process improvement initiatives.
- Develop expertise in specialized areas of our product ecosystem.
What We're Looking For
- Strong technical aptitude with experience in Windows/macOS environments and basic networking concepts.
- Genuine curiosity and a methodical approach to problem-solving.
- Excellent written and verbal communication skills with attention to grammar and clarity.
- A customer service mindset with patience and empathy when helping users through technical difficulties.
- Learning agility and eagerness to develop deep product knowledge.
- Strong command of written and spoken English.
Nice to Have
- Experience with basic electronic hardware troubleshooting, such as diagnosing sensor signal issues.
- Familiarity with PLCs (Programmable Logic Controllers) and PID (Proportional-Integral-Derivative) systems.
- Specialty coffee industry knowledge.
- Fluency in additional languages.
- Previous experience in technical support or customer-facing technical roles.
Team & Environment
You'll join our Technical Support Team in a collaborative and supportive environment where you'll have the opportunity to grow into senior technical roles. You'll receive comprehensive product training and dedicated mentorship from experienced colleagues, and your work will have a direct impact on customer success.
Benefits & Compensation
- Annual compensation of €46,000 to €54,000 gross.
- Budgets for education, wellbeing, and professional development.
- Remote work and home office setup.
- Very flexible working hours without core hours.
- Paid time for volunteer work.
- Access to mental health support.
- Tax-friendly bike leasing.
- An endless stream of really great coffee.
Work Mode
This is a fully remote position.
