User Support Analyst supporting local IT team in Eschenbach, providing hardware and software solutions. Involves problem analysis and implementation of new IT processes.
About the role
- Customer Support Engineer providing first contact support via Service Desk and online applications. Collaborating with Product and Engineering teams to resolve customer issues efficiently.
Responsibilities
- Provide first contact support for customers via Service Desk and other online applications
- Quickly and efficiently triage client requests, escalating issues to Product and Engineering teams as needed based on diagnosed Priority level
- Diagnose incidents through product expertise and troubleshooting skills to resolve as many issues as possible via First Call Resolution (FCR)—without the need for escalation
- Generate service desk tickets as required on behalf of internal or external stakeholders, documenting change requests or incidents with sufficient details as outlined in the related process documentation
- Manage customer ticket queues ensuring all Service Level Agreements are met, customers are kept up to date on requests, and tickets are resolved expeditiously
- Demonstrate exceptional customer service skills to exceed customers’ expectations and minimize escalations by taking ownership of customer reported issues
- Assist customers with Content Management System updates, settings, and configurations
- As a “super user,” educate customers on best practices and proactive solutions for optimized product performance
- Maintain knowledge base for customer-facing FAQs based on commonly reported issues and questions
- Foster continuous learning by participating in regularly scheduled Product and Processes learning sessions
Requirements
- Associate degree (or higher) OR 3+ years of professional work experience
- Proficient English language skills (spoken & written) is a must
- At least 1+ years of prior B2B customer service experience
- Experience with web content management systems (CMS)
- Excellent troubleshooting and problem-solving skills
Benefits
- Health insurance
- Flexible working arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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