TraceGains - Technical Customer Support Representative (w/m/d) - DACH Regio

at  Esko

IMAGINE YOURSELF…

• Doing meaningful work that makes an everyday impact on the world around you
• Owning your ambition and fuelling your career growth
• Thriving in a supportive team environment that inspires you to strive for excellence
  Headquartered in Broomfield, Colorado, TraceGains, a Veralto company, connects people and information so teams can work smarter. As a global technology company, we provide networked innovation, quality, and compliance solutions to consumer brands that want to reduce supply chain risk, speed up business processes, and take control of data.
  At TraceGains, we believe “we’re in this together,” and our goal is to provide the most innovative solutions in the industry. We are in the game to change the industry, and with the help of our ever-growing TraceGains Network, we have created the CPG industry’s first networked ingredients marketplace.
  We also know that innovation and ingenuity start with prioritizing a diverse workforce and a deeply inclusive workplace. We encourage people from all backgrounds to apply to our positions.
  Position: Technical Customer Support Representative (w/m/d)
  Reporting to: Director of Technical Support
  The Technical Customer Support Representative (w/m/d) will play an integral role by providing technical support to end-user customers via phone, email, and chat. This role requires a customer-centric approach, with a focus on listening closely to customer concerns, demonstrating empathy, and exercising great patience while guiding customers through problem resolution. An aptitude and appetite for learning new technologies is essential, as evidenced by the ability to expand upon core knowledge. Success in this role involves thriving in a fast-paced, team-oriented environment and collaborating with R&D, network, and customer success teams. If you are an energized, self-motivated individual looking to grow your career, we’d love to hear from you.

QUALIFICATIONS:

• A degree (university, technical college, vocational school, or technical school) or an equivalent combination of technical training and/or work experience is preferred
• 2+ years of customer/product support experience in an enterprise-level SAAS solution environment is preferred but not essential
• Business speaking proficiency in German and English and excellent written proficiency in German and English is essential

QUALIFIKATIONEN:

• Einen Abschluss (Uni, FH, Berufsfachschule oder Technische Schule) oder eine gleichwertige Kombination aus technischer Ausbildung und/oder Berufserfahrung ist bevorzugt
• 2+ Jahre Erfahrung im Kunden-/Produktsupport in einer Enterprise-Level-SaaS-Umgebung sind bevorzugt, aber nicht zwingend erforderlich
• Geschäftssprechfähigkeiten in Deutsch und Englisch sowie ausgezeichnete schriftliche Fähigkeiten in Deutsch und Englisch sind unerlässlich

• Providing timely and professional responses to inbound calls from end-user customers regarding the functionality of TraceGains products
• Utilizing and navigating TraceGains products to resolve customer inquiries and concerns
• Exercising patience and understanding while walking customers through problem-solving steps
• Handling multiple inquiries and priorities while maintaining a pleasant demeanor with customers
• Providing excellent customer service and a high level of professionalism when handling customer questions, inquiries, and issues
• Documenting calls and technical solutions provided to customers through Zendesk
• Maintaining a working knowledge of all TraceGains products and services sold to the food, beverage, and dietary supplement industries