German Speaking Customer Support Associate with CAD 3D

We are looking for a first-level Customer Support Associate to provide superior software support to our clients. This is a full-time position.

Responsibilities

• Provide excellent customer service to the company customers and teammates through consistent and thoughtful behavior aligned with the company values

• Provide support for incoming queries and issues related to the company’s proprietary software solutions

• Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved

• Adhere to established customer service and documentation standards

• Solve and respond to first-level support requests and escalate issues as required

• Author, edit, and actively contribute to the improvement of knowledgebase articles, FAQs, and functional documentation related to the company proprietary software, processes, and procedures

Required Skills & Abilities

• Expertise in using 3D CAD systems (Inventor, SolidWorks, TENADO CAD, AutoCAD 3D, etc.)
• Excellent written and spoken German , and English skills.
• Enjoyment of problem-solving
• Experience in customer service
• The ability to communicate technically complex topics in an understandable manner through training and workshops.
• Familiarity with the operation, installation, and troubleshooting of Windows software.

Ideally, if you have some technical background, e.g., training as a technical draftsman or in wood/metalworking, mechanical engineering, or architecture.

Preferred skills and abilities

• Working knowledge of Salesforce

• Understanding of networking topologies & protocols

All your information will be kept confidential according to EEO guidelines. If qualified, to complete your application you will be required to complete a behavioral and aptitude test to be sent out via email.

The company designates standard working hours as 8:00 am to 5:00 pm Eastern Time (ET) for employees based in the United States and 08:00 to 17:00 Central European Time (CET) for employees operating within the EMEA region.

Qualified applicants will be asked to complete a 30 minute online pre-employment assessment as part of the recruitment process.

At the company, we build the software and technology that powers sales of manufactured, complex products. Our customers rely on our software to select and sell everything from commercial ovens, to specialized pumps and valves, to grain elevators, and more. We are the global leader in sector-specific software solutions that help manufacturers optimize revenue operations through design applications, engineering simulations, product selection, CPQ, PIM, visualization, and data analytics.

Headquartered in Jacksonville, FL, we serve over 8,000 customers across the globe.

The company is a portfolio company of TA Associates.

Global Customer Support  (GCS) serves an important role at the company, and our agents add tremendous value for our customers.  GCS is staffed by a combination of support agents with different levels of responsibility and roles. The  Customer Support Associate  (CSA) is an early-career role, and while candidates have some work experience, the focus for the CSA is gaining professional experience while analyzing and troubleshooting a variety of technical issues for customers.  Successful CSAs apply their analytical aptitude and communication skills to resolve technical and functional issues, communicate directly with customers in a professional manner, and take pride in delivering quality solutions in a timely manner.  Commonly referred to as Level 1 or Tier 1 agents, the CSA is a key member of the GCS team. Advancement in GCS is based on several factors, including but not limited to performance, knowledge, ability, and alignment with the company core values.