Your role

Your areas of expertise

• Expert knowledge in Windows and Office.
• Proficiency in supporting multiple versions of Windows and understanding of Windows security settings and utilities.
• Proficiency in supporting several major web browsers such as Internet Explorer, Chrome, Firefox, or Safari.
• Basic SQL skills.
• Ability to analyze log files.
• Experience in providing effective customer support for B2B customers.
• Strong communication skills and ability to remain calm and professional in all circumstances.
• Native language level in German and high proficiency in English.
• Experience in using Jira Service Management (or similar ticketing systems).

Nice to have

• Familiarity with Citrix Virtualization Platforms.
• Knowledge of the ITIL framework.

Your Responsibilities

• Provide daily support to users of our i2x software.
• Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Ensuring customers' queries or issues are captured, validated, and triaged for further processing in a timely manner within the SLA timelines.
• Ensuring that various types of information are communicated promptly to the different Teams through the appropriate channels.
• Ensuring improvement of Customers Support processes through analysis, reviews, and reporting, as well as through automation, competence building, and knowledge sharing.
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management.
• Classify incidents based on severity and priority.
• Use time management skills to assess, prioritize and follow-up on customer requests.
• Utilize existing manuals or other reference materials to resolve incidents.
• Collaborate with other team members to assist them with resolution of incidents.
• Replicate and log reported bugs in a bug-tracking system.
• Collaborate with and escalate to Support Engineers when required for complex cases.
• Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
• Visit customer sites if needed.

What you can expect from us

• Exciting challenges which involve a mix of advanced research and high-quality engineering.
• High degree of autonomy.
• Ownership over your role and functional area.
• We love solid engineering, independent thinking, being on the edge of science and technology, questioning existing state of things.
• Complete transparency into the rest of the company.
• Working with international, highly engaged people.
• Work-family-friends balance – step off the treadmill and feel like a human again.
• Choice of hardware.

Your Application