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Technical Support Specialist - Level 3(m/d/w)

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Questel

14d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Munich
  • Quick Apply

AI generated summary

  • You need a Bachelor's in IT, strong technical support experience, SQL proficiency, Jira familiarity, excellent communication skills, and flexibility for occasional after-hours work.
  • You will provide technical support, resolve issues, analyze error logs, create bug tickets, educate clients, assist with simple tasks, and communicate effectively to ensure a positive client experience.

Requirements

  • - Bachelor's degree in Computer Science, Information Technology, or a related field.
  • - Extensive experience in technical support or a similar role, demonstrating a proactive and positive approach to assisting clients.
  • - Proficiency in SQL query debugging, error log analysis, and configuring SSO connections, with a strong problem-solving mindset.
  • - Familiarity with creating and managing bug tickets in Jira or similar systems, ensuring accurate documentation and tracking of issues.
  • - Exceptional communication and interpersonal skills, with a knack for simplifying technical concepts and fostering positive client relationships.
  • - Passion for delivering exceptional customer service and exceeding client expectations at every opportunity.
  • - Ability to thrive in a fast-paced environment and adapt quickly to changing priorities and client needs.
  • - Commitment to continuous learning and self-improvement, staying updated on new technologies and best practices.
  • - Flexibility to occasionally work outside regular business hours to address urgent client needs or project deadlines.

Responsibilities

  • Comprehensive Technical Support:
  • Serve as a trusted advisor to our clients, offering guidance on product functionalities and assisting with simple tasks such as data copying or importing.
  • Provide timely and effective resolution to technical issues, leveraging your expertise in debugging SQL queries and configuring SSO connections.
  • Proactively engage with clients to understand their needs and ensure they get the most out of our products and services.
  • Error Log Analysis and Bug Resolution:
  • Analyze error logs with a keen eye to identify underlying issues and trends, contributing to proactive bug resolution and system optimization efforts.
  • Create detailed bug tickets in Jira with comprehensive information, facilitating seamless collaboration with development and QA teams for efficient issue resolution.
  • Client Education and Assistance:
  • Educate clients on our products' functionalities, empowering them to leverage features effectively and independently.
  • Assist clients with simple tasks such as data copying or importing, fostering their confidence and autonomy in using our solutions.
  • Clear and Positive Communication:
  • Communicate with clients in a clear, positive, and empathetic manner, ensuring they feel supported and valued throughout their interactions with us.
  • Maintain proactive communication channels, providing timely updates on issue resolution progress and sharing insights to enhance clients' experiences.

FAQs

Do we support remote work?

Yes, we support remote work in a hybrid format.

What type of contract is offered for this position?

A full-time, permanent contract is offered for this position.

What qualifications are required for the Technical Support Specialist role?

A Bachelor's degree in Computer Science, Information Technology, or a related field, along with extensive experience in technical support or a similar role, is required.

Is experience with SQL required for this position?

Yes, proficiency in SQL query debugging is required, along with experience in error log analysis and configuring SSO connections.

How important is communication for this role?

Exceptional communication and interpersonal skills are critical, as the role involves simplifying technical concepts and fostering positive client relationships.

Will I be required to work outside regular business hours?

Yes, there may be flexibility required to occasionally work outside regular business hours to address urgent client needs or project deadlines.

What kind of team environment can I expect?

You can expect an agile environment with low hierarchies, international teams, and a strong team spirit.

Are there opportunities for professional development?

Yes, the role includes a commitment to continuous learning and self-improvement, with a focus on staying updated on new technologies and best practices.

What benefits are provided to employees?

Employees receive a company pension plan, access to corporate benefits, a good work-life balance with flexible hours, and the opportunity to contribute ideas to shape the work environment and software.

Is there a focus on innovation in the company?

Yes, the company emphasizes digitalization and innovation, allowing employees to explore and develop agile and digital solutions.

Questel

A true end-to-end Intellectual Property solutions provider serving 20,000 organizations in more than 30 countries.

Technology
Industry
1001-5000
Employees

Mission & Purpose

Questel delivers intellectual property solutions across the innovation lifecycle. Questel is a true end-to-end intellectual property solutions provider to more than 20,000 clients and 1,5M users across 30 countries. We offer a comprehensive software suite for searching, analyzing and managing inventions and IP assets. Questel also provides services throughout the IP lifecycle, including prior art searches, patent drafting, international filing, translation, and renewals.These solutions, when combined with our IP cost management platform, deliver clients an average savings of 30-60% across the entire prosecution budget.