Technical Support Engineer (f/m/d)

Customer Support · Berlin, DE

Your role

We have an immediate opportunity available for Technical Support Engineer. You will develop and maintain a complete understanding of our products and ongoing releases to increase customer satisfaction.

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

You can select several documents at once. The maximum file size is 20MB per file and 64MB for the entire application. The following file formats are supported: pdf, docx, doc, jpg, png, txt, jpeg, odt, ods, xlsx, rtf, xls, pptx, ppt, gif, tif, tiff, bmp, csv, rar, gz, zip, 7z.