Job Description
As a trusted support advocate, you will be the primary contact often partnering with Customer Success Managers, Sales, Professional Services and Engineering. You will rely on your knowledge, technical skills and customer-focus to deliver best-in-class
experiences and outcomes for customers, while also identifying opportunities to improve our products, documentation and processes.
About the role:
• Work on issues raised by customers from creation to closure
• Assess and understand the impact, severity and urgency of issues
• Provide support to customers and build rapport through relationship building
• Participate in escalation calls with internal and external audiences
• Achieve outstanding results across a range of goals, including Customer Satisfaction scores, resolution times and adherence to service level goals
• Set and manage expectations with customers, including regular communications
• Conduct remote sessions to quickly resolve and progress issues
• Closely work with engineering and peers to accelerate solutions
• Identify data requirements and assist with data collection
About you:
• 3+ years of applicable experience in a customer-supporting IT environment
• Experience in supporting customers in medium to large enterprises
• Customer-focused, patient, flexible and a desire to progress quickly
• A team player, able to build rapport and get your point across in a calm manner
• Can communicate complex issues at multiple levels, adjusting in style and content to recognise the differing needs of customer and audience
• Strong problem-solving skills
• Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans
• Document customer interactions to a high standard
• Able to work well in a dynamic environment with a sizeable workload and multiple priorities
• Experience successfully managing and resolving critical issues
• Demonstrates a desire for learning and the ability to retain and build upon experience
• Cloud/AI knowledge desirable
• Fluent in English and German