The role involves serving as the first point of contact for customer issues related to window, door, and facade software packages, responding via email, Zendesk, or phone. Responsibilities include diagnosing problems, guiding users to resolution, escalating unresolved issues, and managing ticket documentation.
1st Line Customer Support Engineer (m/f/d)
Department: Support & Education Services
Employment Type: Permanent
Location: Italy, Remote
Description
You assist our customers in using our software packages for the construction of windows, doors, and facades. You analyze the requests submitted by phone or email and develop solutions tailored to customer needs. You are responsible for customer satisfaction and ensure that requests are handled efficiently and service commitments are met.
Responsibilities
Customer support
You serve as first point of contact for all issues related to our windows & doors software packages
You respond to customer queries via email, Zendesk or phone in a professional and timely manner
After identifying the issue, you guide the user to resolve the issue
Issue diagnosis and troubleshooting
You analyze reported issues and determine the appropriate course of action to resolve them
You escalate unresolved problems to the 2nd Line Support team for further investigation
Ticket management and documentation
You update the ticketing system with each call, progress, notes and actions
You monitor and track the progress of open tickets
User assistance and guidance
You assist customers with tasks such as installation or license update
You provide help and advice on the usage of our software packages
Skills, Knowledge & Expertise
Significant professional experience in calculation and/or design and/or production in the fenestration industry
Good analytical skills to identify, diagnose and resolve issues
Good communication capabilities to ensure a good collaboration with colleagues and an effective dialogue with customers
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