Technical Customer Support Specialist (f/m/d)

at  Cropster GmbH

About the role
Cropster is at its core a customer-oriented company where you will be surrounded by highly talented people who care about each other as much as they do about the success of our customers. To keep up and deliver on this promise, we’re looking for a passionate technical problem solver, who understands the value of being customer-oriented and delivers exceptional support services to our customer base.
The preferred location for this role is Innsbruck or Vienna, and we offer home office and remote work.

What you’ll do

• Act as the initial point of contact for application-related concerns from clients or employees.
• Take end-to-end ownership of customers’ technical issues, including initial troubleshooting, identification of root cause up to issue resolution
• Collaborate with our sales team and help our customers set up our application and connect their hardware using remote desktop connections (TeamViewer) or via video call.
• Collaborate with the product team and 2nd level support on reproducing problems and fixing bugs.
• Contribute to our technical documentation and collaborate with our technical writer team for customer-facing documentation.
• Communicate with customers in English through email and phone.

We are looking for someone with

• Several years of experience in a customer-focused position, preferably in an IT context.
• Basic knowledge of operating systems (Windows, macOS) and computer networks (TCP/IP, LAN, Routers).
• Ability to explain technical details simply and understandably with a strong focus on our customers’s practical needs.
• Passion for solving customer issues and the desire to help them succeed.
• A proven hands-on mindset and problem-solver mentality.
• The aptitude to work in a dynamic and fast-paced environment.
• A strong command of written and spoken English.

That said, we’d be particularly delighted to hire someone with

• Experience with technical support, quality assurance, development, or technical account management.
• Knowledge of the specialty coffee industry, preferably Barista experience.
• Technical experience with espresso machine hardware.
• Additional languages (humane and machine).

At this point, Cropster will only employ those who are legally authorized to work in Austria for this opening. For Non-EU applicants: please attach your work permit to your application.
What you can expect
The salary range for this position is € 45K to € 53K gross/year and we look at factors like your experience and individual qualifications to determine our offer, which includes benefits like an educational and wellness budget, remote work possibilities, and working from home, flexible working hours, paid time for volunteer work, an endless stream of really great coffee, and much more. We also make our best possible offer upfront—no games

• Act as the initial point of contact for application-related concerns from clients or employees.
• Take end-to-end ownership of customers’ technical issues, including initial troubleshooting, identification of root cause up to issue resolution
• Collaborate with our sales team and help our customers set up our application and connect their hardware using remote desktop connections (TeamViewer) or via video call.
• Collaborate with the product team and 2nd level support on reproducing problems and fixing bugs.
• Contribute to our technical documentation and collaborate with our technical writer team for customer-facing documentation.
• Communicate with customers in English through email and phone