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Customer Support Specialist will be the first point of contact for our customers, helping resolve technical issues, reproducing and troubleshooting problems, and ensuring an exceptional support experience. You’ll collaborate closely with engineering teams and contribute to continuous improvements in our products, services, and documentation.
As Customer Support Specialist, you will:
- Serve as the primary point of contact for customer inquiries received via the Service Desk ensuring prompt and accurate resolution
- Prioritize customer inquiries based on their service tier, effectively managing workload and response times
- Provide timely updates and status reports to customers regarding ticket resolutions
- Take ownership of assigned tasks, proactively updating customers on progress and providing timely resolutions
- Reproduce reported issues using internal test setups
- Collaborate closely with engineering teams to address and resolve customer issues efficiently
- Collect and document customer feedback, using it to drive continuous improvements in services, product and documentation quality
- Monitor and review performance metrics, suggesting process enhancements to improve efficiency and outcomes
- Assist in developing support documentation, user manuals, and client training materials
- Maintain understanding of company products to accurately support customers
We expect you to have:
- Have experience in a similar position
- Have familiarity with computer networking concepts, embedded software fundamentals, physical hardware interfaces, and command-line tools
- Be collaborative problem-solver with a proactive approach to troubleshooting and resolving customer issues
- Have strong attention to detail and organizational abilities
- Be fluent in English and excellent at written and verbal communication
Nice to have:
- Familiarity with backend software
- General understanding of electronics, physics and space industry
- Background in 2nd level Support
- Experience using Jira
We provide:
- Private health insurance (after a year)
- Quarterly budget for sports of your choice
- One fully compensated volunteering day per year
- Employee referral program
- 2 fully compensated sick leave days per year
Salary
- Salary starts from 1700 to 2300 gross/per month
- The final offer will depend on the level of competencies and experience
Skills
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