Technical Support Manager at CallRail leading a customer - facing support team in resolving client inquiries. Overseeing technical support and enhancing overall customer experience through effective team management.
About the role
- Customer Support Engineer assisting users in optimizing software usage while ensuring a positive product experience. Engaging with customers via various communication channels and collaborating with internal teams.
Responsibilities
- We are looking for a dedicated Customer Support Engineer who helps our customers get the most out of our software.
- In this role you will be the technical point of contact for our users and play a key role in ensuring a positive experience with our product.
- Analyze, prioritize and handle technical customer inquiries (ticketing, email, chat, occasional phone).
- Troubleshoot application and system errors, perform root-cause analysis, and provide detailed bug reports for developers.
- Review and reproduce incoming bug reports.
- Collaborate with development teams, project managers, and product/feature owners.
- Communicate with customers verbally and in writing (email, phone, video conferences).
- Contribute to improving QA and support processes as well as related processes (SDLC).
- Monitor software releases and quality control processes.
Requirements
- Experience in technical customer support, IT support or a comparable role and/or a completed technical education in the IT/software field (HTL or Bachelor's degree).
- Knowledge of quality assurance and manual software testing is a plus.
- Structured and self-reliant way of working.
- Analytical thinking and strong problem-solving skills.
- Excellent communication skills and enjoyment in explaining complex technical concepts clearly.
- Strong service orientation and empathy in customer interactions.
- Very good German and English skills, spoken and written.
- Advantageous: Basic technical knowledge of MSSQL Server, CMD, PowerShell, etc.
- Advantageous: Good knowledge in software bug analysis, APIs, web technologies, or databases (adjustable depending on the product).
Benefits
- Flexible working hours and the option to work from home up to 10 days per month.
- 20 workation days within the EU per year.
- Team lunch once a week.
- Commuter ticket (Jobticket) in Vienna.
- Parking in Premstätten near Graz.
- Fruit, coffee, tea, after-work drinks, snacks, team events, and more.
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