Job Description

Intro

We are seeking a passionate hands-on Technical Product Support to drive our customer satisfaction supporting them to successfully use our products throughout their lifecycle.
You will be responsible for providing principal technical support for our customers, collecting data and resolving user problems, educating them on solutions promptly and professionally. Ensuring end-user needs are met with consistently high quality of service provided and updating the team on progress toward solution while creating walkthrough documentation of each client issue/solution.

What will you do

• Technical support:
  • First point of contact of customers
  • Resolving technical issues: maintenance of common issues data base, quality and warranty claims. Onboarding process of new customers (support, guidance, …)
  • Creating help documentation and video guides to address known issues and prevent recurring customer complaints and about new software
  • Closely working with the Technical Service department, Supply Chain, Quality Management and Product Management to inform about potential issues with products, to identify margin of improvements
  • Proactively informing customers and partners about new software releases and creating related documentation
  • Updating and maintaining customer data in the CRM system
• Stock control:   
  • Managing the yearly inventory check:
    • Inspecting demo units to ensure they remain in good condition
    • Stock updated in CRM system (SAP)
    • Updating yearly Customer Success demo units and products inventory, both customers and partners loans

What do we expect

• Bachelor’s degree, preferably in a technical field, or proven hands-on experience in technical support for customers
• At least 2 years of experience with technical products, preferably in a product support or repair service capacity, using CRM tools as SAP
• Strong customer focus and service mindset, strong communication, and interpersonal skills
• Creative problem-solver that can envision and articulate solutions to complex customer problems and issues
• High level of English and German

Our offer

• Competitive remuneration package
• Hybrid and flexible working hours
• Team building events and company activities 
• Opportunities for professional development 

If you enjoy working with instruments, can solve technical problems quickly, and like interacting with customers, we would love to hear from you.
 
 For this position we only consider direct applications via our platform.