Senior Technical Support Manager

Summary

Join Xentral and become a key member of our team, supporting our customers with their ERP system. You will provide expert support for email and printer connections, data imports, and general software usage. Your responsibilities include troubleshooting, collaborating with the product team, and ensuring customer satisfaction. This role requires strong IT skills, experience with ERP/CRM systems, and excellent communication abilities in English and German. We offer a flexible work environment, competitive compensation, comprehensive benefits, professional development opportunities, and a vibrant company culture.

Requirements

• IT affinity is a must. You know the difference between POP3 and IMAP, have knowledge of SQL and can set up printers with CUPS in the network
• You have gained initial experience with API platforms such as Postman
• You have experience with ERP or CRM systems as a user & system administrator (e.g. JTL, actindo, odoo, Navision, Billbee or similar) and ideally you are already familiar with Xentral
• B2B support is nothing new for you or you enjoy communicating with customers
• You speak and write fluent English (C1) and German (C1)

Responsibilities

• Support Xentral users in the ERP-Core area by using your expertise to solve problems with email and printer connections in conjunction with ERP systems and help them overcome challenges in using the software
• Support customers with data import via CSV and API
• Know the typical pitfalls & user questions and actively work with our product team to improve the user experience in the ERP Core area
• Answer typical user inquiries and be the link to our specialist departments
• Explain which requirements our software fulfills and help with problems via email, ticket system and telephone
• Keep an eye on our quality standards towards our customers and are responsible for their satisfaction

Benefits

• Flexible Work Environment: Enjoy remote work options across Europe or from our office-hubs in Augsburg, Amsterdam, Berlin, Munich, and Lohne (Oldenburg), along with flexible working hours
• Competitive Compensation & Comprehensive Benefits: Attractive salary packages and a generous leave policy that includes 28 annual leave days, special leave days, and nursing care days. Our comprehensive benefits package also provides a monthly voucher to choose from a variety of providers, including Urban Sports Club, grocery stores, entertainment, and lifestyle options. Additionally, we equip all employees with state-of-the-art home office equipment and offer a 50% subsidy on private pension plans for permanent employees in Germany
• Professional Growth & Development: Benefit from a significant budget dedicated to learning and personal development, supporting your career growth and continuous learning
• Inclusive & Engaging Culture: Participate in virtual and in-person company events and in our yearly culture connect days, fostering a collaborative and vibrant company culture with minimal hierarchies and respectful communication
• Diverse & International Team: Work alongside a multicultural and international team across 17 different work locations within Europe and 32 nationalities, embracing diversity and a global perspective