Customer Support Specialist

2 months ago

London, United Kingdom LeanIX Jobs Full time

LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1000+ customers with Enterprise Architecture Management.

We are looking for a** Customer Support Specialist **who will help evaluate and support agents based customer's request to support. As part of the Customer Success organization, you will play a critical role in the company's current and future success as your primary goal will be to empower and enable our customers to efficiently and effectively use the LeanIX product suite. You will be building strong relationships with our valued customers, understanding their needs, and guiding them through technical issues.

The **Customer Support Specialist** role is an excellent pathway into the software field as this role will be given the opportunity not only to learn about LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. **Customer Support Specialists** have gone on to thrive not only in the Support organization but in Product Development and Customer Success Management, as well.

WHAT IS WAITING FOR YOU?
- You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience
- Provide initial response, operational assistance, and development of software workarounds and/or resolutions
- Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies
- Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success
- Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer
- Ensure all issues are systematically tracked, escalated, and communicated
- Participate in root cause analysis and uses technical resources to fully understand, analyse and reproduce reported problems.
- Extensive participation in a development team as a support agent, gaining deeper insights into problems and bringing in the customer's voice and insight to enhance the product
- Continuously improving the knowledge base and educating team members on improvements
- Mature and transparent communication skills towards the customer with deep technical knowledge, but in an understandable way for non technical contacts
- Able to think outside of the box to come up with creative solutions to fulfil the customers use-case by using and extending our script library.
- Ability to showcase the potential of the support team to other teams and departments
- Ability to take complete ownership of parts of the support process
- Serves as a mentor and gives guidance to colleagues and new hires.
- Able to think outside of the box to come up with creative solutions to fulfil the customers use-case

WHAT ARE WE LOOKING FOR?
- 1-2 years of relevant work experience in problem analysis, resolution and debugging of software problems
- Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups
- Should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers
- Fundamental technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (LeanIX, iServer, ServiceNow, Ardoq)
- Profound understanding of Customer Support KPI/Metrics
- Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)
- SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)
- Passion for solving technical problems
- Fluent in English for all territories; for some territories fluent in additional languages are a must: German for DACH, French for France, Dutch is a plus for Benelux - please indicate your language skills in your CV

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