About the Role
The role involves providing hands-on technical assistance to users in Germany, diagnosing software and system issues, and guiding customers through solutions using clear communication and documented processes.
Responsibilities
- Respond to customer inquiries about technical problems
- Diagnose and resolve software-related issues efficiently
- Guide users through troubleshooting steps in a clear manner
- Document support cases with accurate details
- Escalate complex issues to engineering teams when necessary
- Maintain up-to-date knowledge of product features and updates
- Follow established support procedures and workflows
- Communicate technical solutions in non-technical terms
- Monitor open tickets and ensure timely follow-ups
- Collaborate with internal teams to improve product reliability
- Provide feedback based on customer interactions
- Assist in creating user-facing support documentation
- Work within defined service level agreements
- Ensure data privacy during support interactions
- Support customers across multiple platforms and devices
Compensation
Competitive salary with performance incentives
Work Arrangement
Hybrid work model with office and remote options
Team
Collaborative team focused on user success and technical excellence
Languages
Proficiency in German is mandatory; English fluency required
On-Call Rotation
Occasional after-hours support may be required based on team needs
Available for qualified candidates requiring sponsorship
