Software Technical Support Specialist

Vor 2 Tagen

Munich, Bayern, Deutschland Siemens Industry Software GmbH Vollzeit
Software Technical Support Specialist

Are you a problem-solver with a passion for delivering exceptional customer experiences? As a Software Technical Support Specialist at Siemens Industry Software GmbH, you will be the central point of contact for our growing user base, providing support services across multiple products through various channels.

Key Responsibilities:

  • Provide technical support services to our customers via chat, email, phone, and screen share.
  • Offer product feature and capability information to ensure successful implementation and use.
  • Conduct "how to" sessions with customers to promote product adoption.
  • Document customer feedback and share insights with the Product and Engineering teams.
  • Troubleshoot product issues and escalate bugs for timely resolution.
  • Collaborate with internal teams to research and resolve customer issues.
  • Contribute to software development and testing during the development cycle.

Requirements:

  • College degree or equivalent.
  • Business-level language proficiency in English and German.
  • Experience in a technical support role or SaaS customer support role providing 24x5 or 24x7 support.
  • Proficiency in software and hardware technology with the ability to quickly learn our applications and platforms.
  • Excellent communication skills, both written and verbal.
  • Ability to communicate complex technical concepts clearly and effectively.
  • Professional and courteous attitude.
  • Natural problem solver and passionate about helping others.
  • Team-oriented work style.
  • Self-motivated and willing to tackle problems on your own.
  • Organizational skills for working on multiple projects simultaneously.

Bonus Requirements:

  • Experience with B2B, SaaS, or on-premises software support.
  • Experience using and running reports in Zendesk, ServiceCloud, ServiceNow, or similar ticket tracking software.
  • Experience in the Electronics or Purchasing industries.

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