Software Customer Support Specialist

vor 3 Wochen

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

Supplyframe, recently acquired by Siemens AG, is the leading Design-to-Source Intelligence platform for the global electronics value chain. As a Software Customer Support Specialist, you will be part of our growing team in the EMEA region, providing excellent support services to our growing client base. Your primary responsibility will be to be the central point of contact for all customer interactions, ensuring customer satisfaction and maintaining client relationships.


Responsibilities:


  • Provide top-notch support services across multiple products to Supplyframe's client base through chat, email, phone, and screen share.
  • Offer information and insight on product features and capabilities.
  • Conduct 'how to' sessions with customers to ensure successful product implementation and use.
  • Act as the voice of the customer by documenting feedback and sharing insights with the Product and Engineering teams.
  • Troubleshoot product issues and escalate bugs to drive quick resolution.
  • Interact with team members across departments to research and resolve customer issues.
  • Contribute to the design and testing of new software during the development cycle.
  • Identify opportunities for process improvements, system enhancements, or automation that will reduce effort for customers and co-workers.

Requirements:


  • College degree or equivalent.
  • Business-level language proficiency in French, 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 the applications and platforms that our customers use.
  • 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.
  • Have the organizational skills required for working on multiple projects at once.
  • Experience using MS Excel, MS Word, MS PowerPoint, or equivalent products.
  • Basic knowledge of database administration, customer relationship management, and enterprise resource planning software.

Bonus requirements:


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

Supplyframe is part of Siemens Industry Software GmbH, a world leader in industrial software. We offer great benefits and rewards, and we are an equal opportunities employer. Join us in making a difference in the industry

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