Technical Support Specialist
vor 6 Monaten
**Your next adventure awaits here****
As part of our Customer Success Team and as a Technical Support Specialist, you will play a pivotal role in** ensuring our clients' success by providing comprehensive technical support and assistance**. Beyond helping our clients understand our products' functionalities and performing tasks like data copying or importing, your expertise in debugging SQL queries, configuring single sign-on (SSO) connections, and analyzing error logs will contribute to maintaining high client satisfaction and product reliability.
**Key Responsibilities**:
**Comprehensive Technical Support**:
- Serve as a trusted advisor to our clients, offering guidance on product functionalities and assisting with simple tasks such as data copying or importing.
- Provide timely and effective resolution to technical issues, leveraging your expertise in debugging SQL queries and configuring SSO connections.
- Proactively engage with clients to understand their needs and ensure they get the most out of our products and services.
**Error Log Analysis and Bug Resolution**:
- Analyze error logs with a keen eye to identify underlying issues and trends, contributing to proactive bug resolution and system optimization efforts.
- Create detailed bug tickets in Jira with comprehensive information, facilitating seamless collaboration with development and QA teams for efficient issue resolution.
**Client Education and Assistance**:
- Educate clients on our products' functionalities, empowering them to leverage features effectively and independently.
- Assist clients with simple tasks such as data copying or importing, fostering their confidence and autonomy in using our solutions.
**Clear and Positive Communication**:
- Communicate with clients in a clear, positive, and empathetic manner, ensuring they feel supported and valued throughout their interactions with us.
- Maintain proactive communication channels, providing timely updates on issue resolution progress and sharing insights to enhance clients' experiences.
**The product**
- We develop and license software for innovation management. With our software, we enable companies and their innovation departments to involve employees (Innosabi idea), customers (Innosabi community) and external experts Iinnosabi partner) in their innovation processes. This allows to specifically address a large amount of people in a short period of time._
- We already have a very comprehensive standard product, where the corporate identity can be adapted to the customer. Our customers can use just one feature or the entire range of features and thus synergies._
- Since the beginning of 2021, we have been part of the French Questel Group. Together, we are pursuing our vision worldwide. To do this, we are always on the lookout for talents like you._
**The perfect match**
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Extensive experience in technical support or a similar role, demonstrating a proactive and positive approach to assisting clients.
- Proficiency in SQL query debugging, error log analysis, and configuring SSO connections, with a strong problem-solving mindset.
- Familiarity with creating and managing bug tickets in Jira or similar systems, ensuring accurate documentation and tracking of issues.
- Exceptional communication and interpersonal skills, with a knack for simplifying technical concepts and fostering positive client relationships.
**Additional Requirements**:
- Passion for delivering exceptional customer service and exceeding client expectations at every opportunity.
- Ability to thrive in a fast-paced environment and adapt quickly to changing priorities and client needs.
- Commitment to continuous learning and self-improvement, staying updated on new technologies and best practices.
- Flexibility to occasionally work outside regular business hours to address urgent client needs or project deadlines.
**Join Questel ; a growing International Group, and live a great Human Adventure **
**What we offer**
- It’s no longer the best coffee in town or our beautiful old villa. Besides our flexibility, it is our employees who work as a team to change the world. We develop and explore the possibilities of digitalization, making agile and digital innovation possible.
- Full time, permanent contract
- Good work-life balance with flexible hours, remote work possibilities
- Agile environment and a SCRUM based methodology
- Low hierarchies
- International teams with a strong teams spirit
- Company pension plan and access to corporate benefits
- Possibility to bring in your own ideas and shape our way to work, our software and how our customers create the future
**Job location**:Munich (hybrid remote work)
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