• Technical analysis and processing of requests from all customer segments.
• Responding to issues, requests and inquiries via self-service cases, live chat, phone, and video.
• Identify & organise cases according to priority and escalate cases to engineers when necessary.
• Make suggestions and help improve internal documentation and knowledge-based content.
• Collaborate with customers to deliver a superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.

• 5+ years’ experience in SaaS product support - Platinum/Gold support experience a plus.
• English and German fluency are mandatory for this role.
• Strong analytical, organizational, written, and verbal communication skills.
• Broad spectrum of basic technical knowledge in the areas of databases, programming, and network technology.
• Ability to easily familiarize yourself with complex software applications.
• SAP applications usage and SAP business processes knowledge is a plus.
• Approach problems in an analytical and solution-oriented manner.
• Proven track record in a strong customer facing support role.
• Previous experience with QA/automation testing tools is a plus, but not required.

• Demonstrate Self-Awareness: Own your strengths and limitations.
• Finish What We Start: Do what we say we are going to do.
• Move Fast: Create momentum and efficiency.
• Run Towards Change: Challenge the status quo.
• Serve Our Customers & Communities: Create a positive experience with each interaction.
• Solve Problems Together: We win or lose as one team.
• Think Big & Believe: Set extraordinary goals and believe you can achieve them.

• Supportive and engaged leadership team
• Career path and professional and personal development
• Hybrid work environment (3 days in the office/week)
• Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice
• We’re a global company!

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