Software Customer Support
vor 1 Monat
Job Family: Customer Services
Req ID: 430544
Who is Supplyframe?
Recently acquired by Siemens AG, Supplyframe is the leading Design-to-Source Intelligence platform for the global electronics value chain, with solutions that interpret billions of intent, demand, supply and risk signals to deliver insights through the design-to-market product lifecycle. A community of over 10 million engineering and supply chain professionals engage with our search, media, and SaaS solutions to optimize in excess of $120 billion in annual direct materials spend. Supplyframe is headquartered in Pasadena, California, with additional offices in Texas, United Kingdom, Serbia, France, and China.
Do you have a passion for helping others? Then Supplyframe may be looking for you
Supplyframe is searching for a dynamic individual to join our growing team in the EMEA region (Munich, Germany). This position is a combined role of Professional Services Consultant and SaaS Customer Support Agent. This individual will be responsible for both providing advanced technical support and consulting services to ensure our customers succeed in their business objectives. They will work as part of a Customer Service team and collaborate closely with internal and external stakeholders, including Customers, Solution Consultants, Customer Support agents, Customer Success Managers, Product Managers, and Product Developers. This role demands a high level of technical expertise, excellent problem-solving skills, and the ability to translate business requirements into technical solutions. The role will regularly engage with customers in France and requires language fluency in English and French. If you possess strong customer service skills, have prior experience implementing best-in-class SaaS software, and a desire to solve problems we would like to speak with you about joining our team.
What will I be doing?
Technical Support and Troubleshooting:
- Provide advanced technical support to customers via email, phone, and chat.
- Diagnose and resolve complex technical issues related to our SaaS products, including software configuration, integrations, data migration, performance, and production support.
- Collaborate with Level 1 support agents to raise and resolve issues requiring deeper technical knowledge.
- Participate in the entire project lifecycle, including implementation, installation, configuration, testing, deployment, and post-production support.
- Interact with customers to understand their technical issues, gather necessary information, and provide timely updates on the status of their cases.
- Communicate complex technical concepts in a clear and concise manner to both technical and non-technical audiences.
- Support the management of customer expectations and provide guidance on best practices for using our software solutions.
Consulting and Solution Design:
- Lead the solution design elements to address customer business requirements and act as a trusted advisor to address business problems, ensuring that the technical integrity of the solution remains aligned with requirements and value delivery throughout a project.
- Translate business requirements into specific process-aligned designs for the Company's software solutions based on industry domain knowledge and best practices.
- Provide guidance and advice to Sales/PreSales pursuits and Services projects.
- Develop and implement projects, programs, and processes aligned with the Company's strategic direction and needs.
- Maintain an understanding of preferred data integration methods to enable our solutions
Continuous Improvement, Collaboration, and Escalation:
- Collaborate with engineering and product development teams to identify and resolve product defects, enhancements, and feature requests.
- Escalate unresolved issues to appropriate teams, ensuring thorough documentation and communication.
- Participate in cross-functional team meetings to discuss ongoing issues, share insights, and improve support processes.
- Actively participate in internal knowledge-sharing initiatives and contribute to the development of support documentation, FAQs, and knowledge base articles.
- Identify opportunities for process improvements and contribute to the enhancement of support workflows.
- Stay up to date with industry trends, best practices, and emerging technologies related to SaaS and customer support.
We'd love to hear from you if you possess the following:
- Bachelor's degree in Computer Science, Information Technology, Engineering, a related field, or equivalent work experience.
- Experience in a technical support and/or consulting role, preferably within a SaaS environment.
- Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve complex technical issues.
- Business language proficiency in English and French with a foundational understanding of German
- Excellent communication skills, both written and verbal, with the ability to convey technical information to diverse audiences.
- Proficiency using the Microsoft Office suite and support related tools and ticketing systems (e.g., Zendesk, Salesforce).
- Experience with SQL, APIs, and common web technologies (HTML, CSS, JavaScript) is a plus.
- Proven experience in solution design and the ability to translate business requirements into technical solutions.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Customer-focused mindset with a passion for delivering exceptional service.
Bonus if you meet the following criteria as well:
- In addition to SaaS business experience, you also have prior experience in the B2B market segment and/or the Electronics industry
Working at Siemens Software
Why us?
Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
Siemens. Making real what matters
If you want to make a difference – make it with us
#li-jr1, #li-eda
#LI-JR1
#LI-FRAME
#LI-REMOTE
#SWSaaS
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