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Technical Support Specialist for SaaS Solutions
vor 2 Monaten
About Siemens Industry Software GmbH
Siemens Industry Software GmbH is a prominent player in the Design-to-Source Intelligence sector, providing innovative solutions that analyze vast amounts of data to deliver actionable insights throughout the product lifecycle. Our platform serves a global community of engineering and supply chain professionals, optimizing significant annual expenditures in direct materials.
Are you driven by a desire to assist others? Join our team
We are seeking a motivated individual to become part of our expanding team in the EMEA region. This role combines responsibilities of a Professional Services Consultant and a SaaS Customer Support Specialist. The successful candidate will deliver advanced technical assistance and consulting services, ensuring our clients achieve their business goals. Collaboration with internal and external stakeholders, including customers and product teams, is essential. This position requires a high level of technical knowledge, exceptional problem-solving abilities, and the capacity to convert business needs into technical solutions. Fluency in English and French is necessary for effective communication with our clients.
Key Responsibilities:
Technical Assistance and Issue Resolution:
- Deliver advanced technical support to clients through various communication channels.
- Identify and resolve intricate technical challenges related to our SaaS offerings, including software setup, integrations, data transitions, and ongoing support.
- Work alongside entry-level support agents to address and resolve issues that require advanced technical insight.
- Engage in all phases of project execution, from implementation to post-launch support.
- Communicate with clients to comprehend their technical challenges, gather relevant information, and provide timely updates on their inquiries.
- Articulate complex technical concepts clearly to both technical and non-technical audiences.
- Manage customer expectations and offer guidance on best practices for utilizing our software solutions.
Consultation and Solution Development:
- Lead the design of solutions to meet client business needs, acting as a trusted advisor to resolve business challenges while ensuring technical integrity.
- Translate business requirements into process-oriented designs for our software solutions, leveraging industry knowledge and best practices.
- Provide insights and recommendations during Sales/PreSales engagements and service projects.
- Develop and implement initiatives aligned with the strategic direction of the company.
- Maintain knowledge of preferred data integration techniques to enhance our solutions.
Continuous Improvement and Collaboration:
- Collaborate with engineering and product development teams to identify and rectify product issues, enhancements, and feature requests.
- Escalate unresolved matters to the appropriate teams, ensuring comprehensive documentation and communication.
- Participate in cross-functional meetings to discuss ongoing challenges, share insights, and enhance support processes.
- Contribute to internal knowledge-sharing initiatives and the development of support documentation and resources.
- Identify opportunities for process enhancements and contribute to the improvement of support workflows.
- Stay informed about industry trends, best practices, and emerging technologies related to SaaS and customer support.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
- Experience in a technical support or consulting capacity, ideally within a SaaS context.
- Strong analytical and problem-solving skills with the ability to address complex technical issues.
- Proficiency in English and French, with a basic understanding of German.
- Excellent verbal and written communication skills, capable of conveying technical information to diverse audiences.
- Familiarity with Microsoft Office and support-related tools and ticketing systems.
- Experience with SQL, APIs, and web technologies is advantageous.
- Demonstrated experience in solution design and the ability to convert business needs into technical solutions.
- Ability to work both independently and collaboratively in a fast-paced environment.
- A customer-centric approach with a commitment to delivering outstanding service.
Preferred Qualifications:
- Experience in the B2B market segment and/or the Electronics industry is a plus.
Why Choose Siemens Industry Software?
At Siemens Industry Software, we offer flexibility in work arrangements, allowing you to choose between remote and in-office work. We provide competitive benefits and rewards, reflecting our status as a leader in industrial software.
We are an equal opportunity employer and value diversity within our organization. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
Siemens. Making real what matters.
