Technical Support Analyst (German speaker, CP & ESG Audit & Assurance)

Responsibilities

• As a Specialist in the Customer Service - Technical role, you’ll be advancing your ability to resolve a wider range of technical issues for our customers
• You’ll assist in the troubleshooting, maintenance, and resolution of technical support cases. Your contributions will help improve customer satisfaction and operational efficiency by addressing more complex issues with increased independence
• Handle escalated technical support inquiries from Specialist I
• Perform intermediate-level troubleshooting and problem resolution
• Guide customers through installation and setup of products
• Document customer cases with detailed notes on troubleshooting steps
• Collaborate with other departments to resolve intersecting issues
• Update and maintain internal knowledge bases and support documentation
• Participate in the training of new technical support specialists
• Conduct root cause analysis to identify recurring technical issues
• Communicate with customers regarding resolution status and follow-up
• Assist in creating support content to assist customers with common issues

Key Skills

• Knowledge Management: Ability to update and maintain internal support documentation
• Root Cause Analysis: Basic skills in identifying the underlying causes of recurring issues
• Customer Communication: Enhanced ability to keep customers informed on issue resolution
• Product Installation: Ability to guide customers through product installation and setup
• Collaboration: Skills to work effectively with other teams and departments
• Language: Proficiency in German, both written and spoken. Knowledge of any additional language would be considered a plus
• Intermediate Troubleshooting: Enhanced skills for addressing more complex technical problems
• Detailed Documentation: Improved capability to document support interactions and resolutions
• Technical Training: Experience in assisting with training for new support specialists