Customer Support Associate

Summary

Join Revalize as a first-level Customer Support Associate and provide excellent software support to our clients. This full-time position requires both German and English proficiency (spoken and written), strong analytical and troubleshooting skills, or approximately 1 year of relevant experience. You will handle incoming queries, identify and resolve end-user issues, adhere to customer service standards, and contribute to knowledgebase improvement. Success in this role involves strong communication skills, the ability to work remotely, and thriving in a fast-paced environment. Experience with 3D CAD systems, Salesforce, and networking is preferred but not required. The role involves consistent communication with customers and teammates, requiring a quiet workspace and reliable high-speed internet.

Requirements

• Both German and English language proficiency (spoken and written)
• Strong aptitude and ability to maintain focus to analyze, research, and troubleshoot issues
• 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
• Access to a reliable high speed internet connection for working remotely (minimum 20Mbps download/2 Mbps upload)
• Strong interpersonal and communication skills
• Ability to be consistently productive while working remotely
• 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
• Working knowledge of Salesforce
• Understanding of networking topologies & protocols