Your mission
As a Customer Success Engineer (m/f/d), you will be the main point of contact for our customers’ technical enquiries relating to the BIC Platform. You will support our customers in analysing and resolving technical challenges, coordinate the handling of complex enquiries with our internal specialist departments, and help to ensure a high level of customer satisfaction. In doing so, you will combine technical expertise with a strong focus on service and customer care.
- Processing, analysing and tracking technical customer enquiries and support cases
- Assisting our customers with technical queries relating to the use, configuration and administration of the BIC Platform
- Analysing and documenting technical issues and identifying suitable solutions
- Collaborating with product management, development and other specialist departments to address complex customer requirements
- Tracking and communicating the status of cases to customers and internal stakeholders
- Providing support during the roll-out of new features and releases, and handling resulting customer enquiries
- Creating and maintaining technical documentation, knowledge base articles and help guides
- Identifying recurring issues and deriving potential improvements for products, documentation and support processes
- Passing on technical customer feedback to product management and development to ensure the continuous improvement of our solutions
Your profile
- Completed vocational training (e.g. as an IT specialist) or a degree in Computer Science, Business Informatics or a comparable qualification
- Initial professional experience in technical support / customer support or a comparable role
- Strong technical understanding and a passion for analysing complex issues
- Ability to communicate technical matters clearly and in a manner appropriate to the audience
- A structured, meticulous and solution-oriented approach to work, combined with a strong focus on customers and service
- Enjoyment of working with customers and internal departments
- Knowledge of case/ticket management systems
- Very good command of German and English
Why us?
- Challenging roles in a key position within the BPM Services division
- Support for personal development through, for example, internal or external training and mentoring
- Attractive employee benefits such as direct insurance and capital-forming benefits
- Bicycle leasing options and access to the Corporate Benefits platform
- Flexible working hours, flat hierarchies and a hybrid working model
- A highly motivated working environment and teamwork characterised by extensive knowledge-sharing
- A modern, high-performance working environment and equipment
- Free drinks and coffee, and our own attractive office buildings with a gym and football pitch
- Regular staff training sessions in our in-house gym
