Job Description

1st Line Customer Support Engineer (m/f/d)

Department: Support & Education Services

Employment Type: Permanent

Location: Italy, Remote

You assist our customers in using our software packages for the construction of windows, doors, and facades.
You analyze the requests submitted by phone or email and develop solutions tailored to customer needs.
You are responsible for customer satisfaction and ensure that requests are handled efficiently and service commitments are met.

Responsibilities

Customer support

• You serve as first point of contact for all issues related to our windows & doors software packages
• You respond to customer queries via email, Zendesk or phone in a professional and timely manner
• After identifying the issue, you guide the user to resolve the issue

Issue diagnosis and troubleshooting

• You analyze reported issues and determine the appropriate course of action to resolve them
• You escalate unresolved problems to the 2nd Line Support team for further investigation

Ticket management and documentation

• You update the ticketing system with each call, progress, notes and actions
• You monitor and track the progress of open tickets

User assistance and guidance

• You assist customers with tasks such as installation or license update
• You provide help and advice on the usage of our software packages

Skills, Knowledge & Expertise

• Significant professional experience in calculation and/or design and/or production in the fenestration industry
• Good analytical skills to identify, diagnose and resolve issues
• Good communication capabilities to ensure a good collaboration with colleagues and an effective dialogue with customers
• Being able to work independently
• At ease with technical softwares
• Written english is a must-have