Support Specialist (w/m/d)

zetcom is one of the global market leaders in the field of cultural institutions (museums & collections), administrative organizations (foundations & associations) and environmental departments (governments & companies). More than 1,200 customers in 30 countries use our configurable and adaptable database software (SaaS) to capture cultural heritage, manage daily business or administer environmentally relevant facilities. You will be supported from our headquarters in Switzerland as well as from our branches in Germany, France, Spain, Finland and the USA and our global partners. zetcom celebrated its 25th anniversary in 2023 with its 100 employees.

Aufgaben

The Customer Success Team is responsible for supporting our customers after the project and the implementation of their solution. The team is the first point of contact for customers when they have problems, require support and training, or have questions or wish to make changes to their software solution. The team works closely with technical specialists to resolve issues, with project managers to gain an understanding of customer implementations, and with the sales team to offer additional services to our customers.

You are the first point of contact for our customers by phone, email, and through the support portal. As the face of zetcom, you help our customers get the most out of our products, answer questions, resolve problems, and implement small configuration changes.

Main tasks:

• Supporting customers by email, phone, and through the support portal (Zendesk)
• Error resolution and problem-solving with our products
• Closely working with technical teams to identify and resolve errors
• Supporting customers in using and configuring our products
• Recognizing error patterns and suggesting improvements
• Contributing to customer-oriented documentation and FAQs as well as the internal knowledge database of zetcom
• Contributing to the activities of the Customer Success Team and working with Key Account Managers, Customer Success Specialists, and Product Trainers

Qualifikation

What You should bring:

• Passion for services, solution-oriented thinking
• Contact-friendly, helpful, and a team player
• Excellent verbal and written communication skills in German and English (French is an asset)
• Good technical understanding and background knowledge for productive exchange with technical teams
• A minimum of 1 year experience in a similar function in the IT industry (preferably SaaS).

Benefits

• Flexible hybrid work model including