Customer Support Representative in Homeoffice bei Revalize

Company Description

At Revalize, we build the software and technology that powers sales of manufactured, complex products. Our customers rely on our software to design, 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, PLM, PIM, visualization, and data analytics.

Department Description

Global Customer Support (GCS) serves an important role at Revalize, 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 Representative (CSR) is an early-career role, and candidates normally have a minimum of 2-3 years of professional experience analyzing and troubleshooting technical issues for customers. Successful CSRs apply their analytical and communication skills to resolve complex 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 2 or Tier 2 agents, the CSR 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 Revalize core values.

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

Responsibilities:

• Provide excellent customer service to Revalize customers and teammates through consistent and thoughtful behavior aligned with Revalize 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
• Reproduce problems, analyze cause, resolve complex technical problems
• Adhere to established customer service and documentation standards
• Solve and respond to support requests and escalate issues as required
• Author, edit, and actively contribute to the improvement of knowledgebase articles, FAQs, and functional documentation related to Revalize proprietary software, processes, and procedures

Required Skills & Abilities

• Two years of experience working directly with complex software (database and/or web-based, object programming) customers to troubleshoot software issues
• Previous experience providing application / technical support of SaaS applications; experience with one or more Revalize applications preferred
• Ability to be consistently productive while working remotely
• Regular and consistent access to a quiet work area to conduct business over the telephone and/or video calls
• Language proficiency (spoken and written) in English and German required.

Preferred skills and abilities:

• Experience in use of 3D CAD systems strongly preferred
• Working knowledge of Salesforce preferred

• Ability to excel in a high-paced ever-changing environment

All qualified candidates will be asked to take a thirty-minute assessment as part of the hiring process.