Job Description

Associate, 1st Line Customer Support

Department: Support & Education Services

Employment Type: Permanent

Location: Morocco, Casablanca

As an Associate in 1st Line Customer Support, you will play a key role in ensuring an excellent service experience for our Myfactory customers across Germany, Switzerland and Austria. You will be the first point of contact for users, helping them resolve technical and functional questions while maintaining high levels of customer satisfaction. In this role, you will work closely with our development teams, continuously expand your product expertise, and contribute to improving our overall support processes.

Responsibilities

• Intensive and comprehensive support of our customers’ support cases via phone, email, ticket system
• Increasing and maintaining customer satisfaction
• Maintenance of our knowledge base and documentation
• Close collaboration with the development team
• Independently testing and reproducing reported issues for problem analysis
• Continuous expansion of your know-how across the entire myfactory product portfolio and related technical contexts

Skills, Knowledge & Expertise

• Strong understanding of business processes and workflows in SMEs
• Completed vocational training or university degree, ideally with further education in business administration
• Understanding of business applications and ERP solutions
• Strong interest in IT and technology
• Strong Skills in at least two of the following areas: Webshops like Magento / Shopware, Interfaces SOAP / REST API, SQL Server / Statements, MS365 E-Mail / Azure Know-how, POS systems
• Strong communication and teamwork skills
• Reliable personality with high commitment
• Customer-oriented work approach and the ambition to always provide excellent service

This role follows Forterro’s hybrid working model. Employees are expected to work from the office during onboarding and follow the local hybrid policy thereafter