Customer Support (EU) (m/f/x)

at  Makersite GmbH

WHO YOU’LL WORK FOR:

Makersite is an award-winning data software company that empowers teams to manage product sustainability, cost, and compliance; simultaneously, from a web browser. Our mission is to help manufacturing companies make better decisions and create safer, more sustainable products through data-driven analysis. We believe that technology can help corporations to have a more positive impact on their environment. That is why we developed a platform that uses cutting-edge technology, big data, and breakthrough algorithms to deliver product intelligence, unlike anything on the market.
For manufacturing companies with complex supply chains that want to accelerate product development, build resilience or reduce costs, Makersite is a disruptive digital twin platform that uses AI to connect and enrich cross-departmental data into live models for analysis, collaboration and decision support. Digital twins can be used to understand how externalities like regulations, supply shortages etc. affect a business and help teams evaluate scenarios taking into account multiple criteria like costs, environment, compliance etc. at the same time.

WHAT YOU’LL DO:

• Technical Support: Act as the primary point of contact for L1 and L2 support tickets, providing timely and effective solutions.

• Ticket Management: Triage and prioritize incoming support tickets, ensuring efficient resolution and escalation where necessary.

• Onboarding & Proof of Concept: Oversee support during customer onboarding and proof of concept phases, ensuring a smooth and successful experience.
• Project Understanding: Quickly grasp and manage various simultaneous projects, understanding implementation patterns and specific customer needs.
• Documentation & Inventory: Maintain a detailed inventory of customer implementation patterns and keep thorough records of support interactions.
• Product Knowledge: Stay informed about new product deliveries, feature developments, and terms of product updates to provide accurate and relevant support.
• Communication: Communicate effectively in both written and verbal forms, ensuring clear and concise information is provided to customers and internal teams.

At Makersite, we come together with a shared purpose to help companies around the world improve their products, so they are more successful while being mindful of their customers and the environment. Therefore, we believe everyone deserves to work in a collaborative, open-minded and inspiring environment. We work hard to make sure everyone has the support they need to thrive. Our 3 core values are diversity, purpose and collaboration:

• We believe that good ideas come from anywhere. We embrace diversity and look for team members who have different skills but similar values.
• We want to make a significant impact on the take, make, the waste economy of today. We believe that technology can provide solutions that enable this and work hard to make our ideas a reality.
• No politics, no drama, no slacking. We believe in technology-enabled collaboration. Whether you are working remotely or in our offices, you will always find someone to help you