Customer Support Associate

Summary

Join Revalize as a first-level Customer Support Associate and provide exceptional software support to our clients. This full-time position requires strong analytical and communication skills to resolve technical and functional issues. You will handle incoming queries, prioritize issues, and adhere to established customer service standards. The role involves collaborating on knowledgebase articles and FAQs. Proficiency in both German and English is essential, along with the ability to work remotely with reliable internet access. Experience with 3D CAD systems and Salesforce is preferred.

Requirements

• Both German and English language proficiency (spoken and written)
• 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
• 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 strongly preferred
• Working knowledge of Salesforce preferred
• Understanding of networking topologies & protocols