• Provide telephone and email based post-sales technical support for our bespoke software products.
• Support multiple customers per day with any challenges or issues they face with our products.
• Investigate issues reported by customers; adhere to Service Level Agreements
• Work closely with internal Product Development, Quality Assurance and Product Management to ensure timely fixes for any customer issues.
• Troubleshoot and take issues through to resolution.
• Plan, prioritize and organize workload, consistently working within service standards and agreed objectives.
• Capture and record customer information accurately to prioritise customer tickets.
• Provide mentorship and training to peers.
• Endeavor to respond to all customer requests in a timely manner while improving customer experience.
• Provide superior customer service in a busy environment, always putting the customer first.
• Reproduce customer environments with similar devices, OS versions and product versions to troubleshoot issues further.
• Work closely with local, regional, and global Support teams, always working to compliment their skills and knowledge with your own.
• Maintain Exceptional Customer Satisfaction Scores and NPS.
• Add to our internal Knowledge Articles and identify trends in tickets to proactively address issues and suggest solutions.
• Some travel, local and international may be required in a supporting role for events.

• You will be German Speaking
• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting).
• Expert knowledge in Windows 10/11 and Windows Server 2016/2019/2022.
• Good understanding of SQL and Virtual Machines.
• Knowledge of mobile computing platforms (Android, i OS).
• Excellent software troubleshooting skills: ability to think methodically and logically.
• Excellent interpersonal skills, email etiquette and telephone manner.
• Minimum 1-2 years of relevant experience, exceptions for qualified candidates.