Customer Support Associate

TL;DR

Customer Support Associate: Provide first-level technical support for proprietary software solutions powering sales of complex manufactured products with an accent on issue troubleshooting, customer communication, and knowledgebase maintenance. Focus on analyzing end-user queries, prioritizing issues, and escalating complex problems while adhering to service standards.

Location: Poznan, Poland (08:00-17:00 CET for EMEA region employees). Regular access to quiet work area and high-speed internet (20Mbps download/2Mbps upload) required for remote work.

Company

Global leader in sector-specific software for manufacturers, enabling sales of complex products like commercial ovens, pumps, valves, and grain elevators through CPQ, PIM, design apps, and analytics.

What you will do

• Deliver excellent customer service aligned with company values to clients and teammates.
• Handle incoming queries and issues for proprietary software solutions.
• Identify, evaluate, prioritize, and resolve end-user issues or escalate as needed.
• Adhere to customer service standards and documentation practices.
• Contribute to knowledgebase articles, FAQs, and functional documentation.

Requirements

• Proficiency in both German and English (spoken and written).
• Experience with 3D CAD systems.
• Strong analytical skills to troubleshoot SaaS applications, software, or hardware issues (or ~1 year relevant experience).
• Consistent access to quiet work area for phone/video calls and reliable high-speed internet for remote work.
• Strong interpersonal and communication skills; ability to thrive in fast-paced remote environment.

Nice to have

• Working knowledge of Salesforce.
• Understanding of networking topologies and protocols.

Culture & Benefits

• Advancement based on performance, knowledge, ability, and core values alignment.
• Part of Global Customer Support team serving 8,000+ customers worldwide.
• Focus on professional growth in early-career role.

Hiring process

• Complete behavioral and aptitude test via email if qualified.
• 30-minute online pre-employment assessment.