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Software Support Consultant
2 months ago
Recently acquired by Siemens AG, Supplyframe stands as the premier Design-to-Source Intelligence platform tailored for the global electronics value chain. Our solutions adeptly interpret billions of intent, demand, supply, and risk signals, delivering invaluable insights throughout the design-to-market product lifecycle.
With a vibrant community of over 10 million engineering and supply chain professionals, we optimize more than $120 billion in annual direct materials expenditure through our search, media, software, and SaaS solutions.
Supplyframe operates with a commitment to customer satisfaction and innovation.
Role Overview
We are on the lookout for a motivated Software Customer Support Specialist to join our expanding team in the EMEA region. In this role, you will play a pivotal part in assisting our growing user base in effectively utilizing our products within their daily operations.
You will serve as the primary point of contact for all customer interactions, focusing on nurturing client relationships and ensuring their satisfaction.
Key Responsibilities- Deliver exceptional support services across various products to our expanding client base via chat, email, phone, and screen sharing.
- Provide comprehensive information and insights regarding product features and functionalities.
- Conduct instructional sessions with customers to facilitate successful product implementation and usage.
- Act as the voice of the customer by documenting feedback and sharing insights with 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 reduce effort for customers and colleagues.
- Thrive in a fast-paced, dynamic environment while maintaining professionalism with customers and internal teams.
We would love to hear from you if you possess the following:
- A college degree or equivalent experience.
- Business-level proficiency in French, English, and German.
- Experience in a technical support or SaaS customer support role providing 24x5 or 24x7 support.
- Proficiency in software and hardware technology with the ability to quickly learn the applications and platforms utilized by our customers.
- Excellent written and verbal communication skills.
- Ability to convey complex technical concepts clearly and effectively.
- A professional and courteous demeanor.
- A natural inclination for problem-solving and a passion for assisting others.
- A collaborative work style.
- Self-motivated with the ability to independently tackle challenges.
- Strong organizational skills to manage multiple projects simultaneously.
- Experience with MS Excel, MS Word, MS PowerPoint, or equivalent tools.
- Basic knowledge of database administration, customer relationship management, and enterprise resource planning software.
Bonus points if you have:
- Prior experience in B2B, SaaS, or on-premises software support.
- Experience using and generating reports in Zendesk, ServiceCloud, ServiceNow, or similar ticket tracking software.
- Experience in the Electronics or Purchasing industries.
At Supplyframe, we value flexibility, allowing you to choose between working from home or the office. We offer competitive benefits and rewards, as expected from a leader in industrial software.
We are committed to diversity and are an equal opportunity employer. We 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.
