Customer Support Specialist - Berlin, Deutschland - LeanIX Jobs

LeanIX Jobs

Geprüftes Unternehmen

Berlin, Deutschland

vor 1 Woche

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1000+ customers with Enterprise Architecture Management.

We are looking for a
Customer Support Specialist who will help evaluate and support agents based customer's request to support.

As part of the Customer Success organization, you will play a critical role in the company's current and future success as your primary goal will be to empower and enable our customers to efficiently and effectively use the LeanIX product suite.

You will be building strong relationships with our valued customers, understanding their needs, and guiding them through technical issues.

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 Specialists have gone on to thrive not only in the Support organization but in Product Development and Customer Success Management, as well.

WHAT IS WAITING FOR YOU?

You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience
Provide initial response, operational assistance, and development of software workarounds and/or resolutions
Deliver solutions to both technical and nontechnical end users while also supporting a wide range of technologies
Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success
Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer
Ensure all issues are systematically tracked, escalated, and communicated
Participate in root cause analysis and uses technical resources to fully understand, analyse and reproduce reported problems.
Extensive participation in a development team as a support agent, gaining deeper insights into problems and bringing in the customer's voice and insight to enhance the product
Continuously improving the knowledge base and educating team members on improvements
Mature and transparent communication skills towards the customer with deep technical knowledge, but in an understandable way for non technical contacts
Able to think outside of the box to come up with creative solutions to fulfil the customers usecase by using and extending our script library.
Ability to showcase the potential of the support team to other teams and departments
Ability to take complete ownership of parts of the support process
Serves as a mentor and gives guidance to colleagues and new hires.
Able to think outside of the box to come up with creative solutions to fulfil the customers usecase

WHAT ARE WE LOOKING FOR?

12 years of relevant work experience in problem analysis, resolution and debugging of software problems
Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups
Should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers
Fundamental technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (LeanIX, iServer, ServiceNow, Ardoq)
Profound understanding of Customer Support KPI/Metrics
Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)
SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)
Passion for solving technical problems
Fluent in English for all territories; for some territories fluent in additional languages are a must: German for DACH, French for France, Dutch is a plus for Benelux please indicate your language skills in your CV