Job Description As a trusted support advocate, you will be the primary contact often partnering with Customer Success Managers, Sales, Professional Services and Engineering. You will rely on your knowledge, technical skills and customer-focus to deliver best-in-class experiences and outcomes for customers, while also identifying opportunities to improve our products, documentation and processes. About the role: • Work on issues raised by customers from creation to closure • Assess and understand the impact, severity and urgency of issues • Provide support to customers and build rapport through relationship building • Participate in escalation calls with internal and external audiences • Achieve outstanding results across a range of goals, including Customer Satisfaction scores, resolution times and adherence to service level goals • Set and manage expectations with customers, including regular communications • Conduct remote sessions to quickly resolve and progress issues • Closely work with engineering and peers to accelerate solutions • Identify data requirements and assist with data collection About you: • 3 years of applicable experience in a customer-supporting IT environment • Experience in supporting customers in medium to large enterprises • Customer-focused, patient, flexible and a desire to progress quickly • A team player, able to build rapport and get your point across in a calm manner • Can communicate complex issues at multiple levels, adjusting in style and content to recognise the differing needs of customer and audience • Strong problem-solving skills • Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans • Document customer interactions to a high standard • Able to work well in a dynamic environment with a sizeable workload and multiple priorities • Experience successfully managing and resolving critical issues • Demonstrates a desire for learning and the ability to retain and build upon experience • Cloud/AI knowledge desirable • Fluent in English and German
