Customer Support Associate

Summary

Join Revalize's Global Customer Support team as a Customer Support Associate! This entry-level, full-time position focuses on providing excellent software support to clients. You will troubleshoot technical issues, communicate professionally with customers, and contribute to knowledgebase improvement. The ideal candidate possesses strong analytical and communication skills, fluency in German and English, and the ability to work effectively remotely. Advancement opportunities within GCS are available based on performance and other factors. This role requires strong problem-solving skills and the ability to work independently in a fast-paced environment.

Requirements

• Both German and English language proficiency (spoken and written)
• Strong interpersonal and communication skills
• Strong aptitude and ability to maintain focus to analyze, research, and troubleshoot issues OR approximately 1 year previous experience troubleshooting SaaS applications, software and hardware issues
• Regular and consistent access to a quiet work area to conduct business over the telephone and/or video calls
• Ability to be consistently productive while working remotely
• Access to a reliable high speed internet connection for working remotely (minimum 20Mbps download/2 Mbps upload)
• Ability to excel in a high-paced ever-changing environment

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
• Adhere to established customer service and documentation standards
• Solve and respond to first-level 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

Preferred Qualifications

• Experience in use of 3D CAD systems strongly preferred
• Working knowledge of Salesforce preferred
• Understanding of networking topologies & protocols