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

ppbDepartment: /b Support Education Services /p pbLocation: /b Italy, Remote /p h3Description /h3 pYou 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. /p h3Responsibilities /h3 pCustomer support /p ul liYou serve as first point of contact for all issues related to our windows doors software packages /li liYou respond to customer queries via email, Zendesk or phone in a professional and timely manner /li liAfter identifying the issue, you guide the user to resolve the issue /li /ul pIssue diagnosis and troubleshooting /p ul liYou analyze reported issues and determine the appropriate course of action to resolve them /li liYou elevate unresolved problems to the 2nd Line Support team for further investigation /li /ul pTicket management and documentation /p ul liYou update the ticketing system with each call, progress, notes and actions /li liYou monitor and track the progress of open tickets /li /ul pUser assistance and guidance /p ul liYou assist customers with tasks such as installation or license update /li liYou provide help and advice on the usage of our software packages /li /ul h3Skills, Knowledge Expertise /h3 ul liSignificant professional experience in calculation and/or design and/or production in the fenestration industry /li liGood analytical skills to identify, diagnose and resolve issues /li liGood communication capabilities to ensure a good collaboration with colleagues and an effective dialogue with customers /li liBeing able to work independently /li liAt ease with technical softwares /li liWritten english is a must-have /li /ul /p #J-18808-Ljbffr