Senior Customer Support Specialist

LeanIX is seeking a Customer Support Specialist who will be the first point of contact for all customer support requests. Part of the Customer Success organization, the Customer Support team at LeanIX is a critical part of the company’s current and future success as they empower and enable our customers to efficiently and effectively use the LeanIX product suite.

The Customer Support Specialist role is an excellent pathway into the software field as this role will be given the opportunity not only to learn about LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. Customer Support Associates have gone on to thrive not only in the Support organization but in Engineering and Customer Success Management, as well.

Senior Customer Support Specialist (f/m/d)
\_\_connected remote - based in Europe (Preferably Germany)\_\_

WHAT IS WAITING FOR YOU?
- Evaluate the impact and criticality of all support requests, escalating with urgency when needed
- Handle support requests from a variety of different channels (Zendesk Tickets, Intercom chat, Online Community, Scheduled Calls)
- Provide excellent documentation (e.g., steps to reproduce) for support tickets
- Work cross-functionally with the global Customer Success Management, Engineering teams and Developers in order to solve complex customer cases

WHAT ARE WE LOOKING FOR?
- 5+ years of relevant working experience (Customer Support, Technical Support, Help Desk type experience)
- Fundamental technical understanding of Enterprise Architecture methodology, EA related platforms, and SaaS related platforms (LeanIX, iServer, ServiceNow, Ardoq)
- Profound understanding of Customer Support KPI/Metrics
- SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)
- Strong written communication in a second language (German, French, Spanish, or Portuguese) next to fluent English is a plus
- Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors) is a plus

LeanIX, The Continuous Transformation Platform® that efficiently organizes, plans and manages IT landscapes, supporting 650+ customers with our 3 solutions Enterprise Architecture Management, SaaS Management Platform and Value Stream Management.

LeanIX is not just a product, in fact it‘s a great place to work. Colleagues (450+) from dozens of countries jointly make our vision reality. We believe in transparent communication, personal development, diverse workforce, innovation by creating ideas that prove useful and that our world-class team deserves the best software stack money can buy.

At LeanIX you have the freedom to decide on the work mode that suits both your personal situation and how to best organize work within your team. The Flexible Work Mode means you can work from the office once in a while, on a frequent basis or maybe you prefer to work remotely from your home office most of the time. Next to that we have great benefits for you, CHECK OUT HERE WHAT´S IN FOR YOU

\_As an equal opportunity employer LeanIX celebrates diversity and is committed to and promoting an inclusive work environment.\_ You will receive consideration for employment without regard to race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran or marital status, or any other status protected by applicable laws or regulations.