Technical Support Specialist

Stellenbeschreibung:

Technical Support Specialist

The Technical Support Specialist will be responsible for providing technical assistance and support to customers. They will diagnose and troubleshoot technical issues, identify and implement solutions, and document and record technical procedures. The Support Specialist will also be responsible for providing education and training to customers on the use of products and services.

Your Responsibilities

Be the First Line of Support - Act as the initial point of contact for customer issues, providing timely and effective assistance.
Efficiently Escalate Issues - Properly identify and escalate complex requests to the next level of support when necessary.
Streamline Issue Resolution - Track, document, and route issues to the appropriate teams for fast and accurate resolution.
Deliver Exceptional Customer Support - Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.
Ensure Accurate Documentation - Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement.
Collaborate with Developers - Work closely with the engineering team to enhance product functionality and resolve recurring technical issues.
Expand Product & Process Knowledge - Continuously learn and improve expertise in help desk procedures, products, and services.
Enhance Internal Tools - Develop and maintain internal support tools to improve efficiency and customer experience.

Growth Potential

At Cognigy we are committed to your professional growth. This role offers significant opportunities for career development, including access to ongoing training, and involvement in high-impact projects allowing you to showcase and advance your unique skills and experience.

Requirements

Proven Product Support Experience - 3+ years of experience as a Product Support Engineer or in a similar technical support role.
Technical Expertise - Hands-on experience with Windows and Linux, with a solid understanding of computer systems, software, and technical products.
Software & Systems Knowledge - Strong familiarity with software development concepts, databases, and system design.
Customer-Centric Mindset - Understanding of customer service best practices, with a proactive and solutions-driven approach to support.
Excellent Communication & Team Fit - Outgoing and approachable personality, capable of thriving in a collaborative, social team environment.
Can-Do Attitude - A proactive problem-solver with a hands-on, solution-oriented mindset.
Effective Technical Support Delivery - Ability to provide clear, step-by-step technical assistance in both written and verbal formats (English & German).
Analytical & Troubleshooting Skills - Strong problem-solving abilities with a keen eye for diagnosing and resolving technical issues efficiently.
Cloud & Programming Knowledge - Experience with cloud-based technologies and familiarity with basic programming languages.

Benefits

We are an ambitious international tech company with a great culture, and we make sure that everyone feels welcome. Our excellent benefits make us a fantastic place to work - these include:

Attractive and performance-oriented salary.
Company Pension Scheme.
25 days paid leave, plus 5 floating days, plus public holidays.
Unique opportunity to help build and shape the company, with little hierarchy.
Flexible working options.
Colleague recognition, reward and celebration events.
Global Employee Assistance Program.
ClassPass membership, giving you access to a variety of fitness and wellness experiences.
Ongoing learning and development opportunities, including Udemy.
One paid ‘Giving Back Day' each year, so you can volunteer for a charity or community activity of your choice.
Subscription to the Calm app for you plus five friends/family members, giving you access to guided meditation, sleep stories, music, masterclasses, and much more.

Equal Opportunity Employer Statement - Cognigy does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.