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Technical Support Specialist
2 months ago
Supplyframe is a premier Design-to-Source Intelligence platform, recently integrated into the Siemens AG family. We specialize in providing insights across the global electronics value chain by interpreting vast amounts of intent, demand, supply, and risk signals throughout the product lifecycle.
Our community consists of over 10 million engineering and supply chain professionals who utilize our search, media, software, and SaaS solutions to optimize an impressive $120 billion in annual direct materials expenditure.
Role OverviewWe are currently seeking a proactive Software Customer Support Specialist to enhance our team in the EMEA region. This position can be performed remotely or from our office.
In this role, you will be pivotal in assisting our expanding user base to effectively utilize our products in their daily operations. You will serve as the primary point of contact for all customer interactions, focusing on nurturing client relationships and ensuring high levels of customer satisfaction.
Key Responsibilities- Deliver exceptional support services across various products to our growing clientele via chat, email, phone, and screen sharing.
- Provide detailed information and insights regarding product features and functionalities.
- Conduct instructional sessions with customers to facilitate successful product implementation and usage.
- Act as the customer advocate by documenting feedback and relaying insights to the Product and Engineering teams.
- Troubleshoot product-related issues and escalate bugs to ensure prompt resolution.
- Collaborate with team members across departments to investigate and resolve customer inquiries.
- Contribute to the design and testing of new software during the development cycle.
- Identify opportunities for process enhancements, system improvements, or automation to streamline efforts for customers and colleagues.
- Thrive in a fast-paced, dynamic environment while maintaining professionalism in all interactions.
We would love to connect with you if you possess the following:
- A college degree or equivalent experience.
- Proficiency in French, English, and German at a business level.
- Experience in a technical support or SaaS customer support role, ideally providing 24x5 or 24x7 support.
- Strong understanding of software and hardware technologies, with the ability to quickly adapt to the applications and platforms used by our customers.
- Excellent written and verbal communication skills.
- Ability to convey complex technical concepts in a clear and effective manner.
- A professional and courteous demeanor.
- A natural inclination for problem-solving and a passion for assisting others.
- A collaborative work style with a self-motivated approach to tackling challenges.
- Strong organizational skills to manage multiple projects simultaneously.
- Familiarity with MS Excel, MS Word, MS PowerPoint, or similar tools.
- Basic knowledge of database management, customer relationship management, and enterprise resource planning software.
It would be advantageous if you also have:
- Prior experience in B2B, SaaS, or on-premises software support.
- Experience using and generating reports in ticket tracking software such as Zendesk, ServiceCloud, or ServiceNow.
- A background in the Electronics or Purchasing sectors.
At Supplyframe, we offer flexibility in your work environment, allowing you to choose between remote work and office presence. We provide competitive benefits and rewards, reflecting our status as a leader in industrial software.
We are committed to diversity and inclusivity within our workforce and do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
If you are eager to make a meaningful impact, consider joining our team.
