Support Engineer 1- German Speaking

Customer Success London, United Kingdom


Description

What you’ll be doing:

  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles

What you’ll bring:

  • Self-starter with software technical support experience.
  • Bachelor’s degree or equivalent experience preferred (Business Administration, Engineering)
  • Superior technical expertise and work ethic.
  • Ability to gather necessary data for issue replication, problem determination and/or escalation.
  • Ability to review server logs in order to troubleshoot, and resolve possible server issues
  • Some experience with Microsoft Office Suite including PowerPoint, Word and Excel
  • Experience in one or more of the following: java, javascript, perl, python, html, html5, XML, SOAP, REST, .NET, a plus.
  • System administration experience and development experience highly desirable.

Customer Service

  • Excellent people skills.
  • Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner.
  • Research, resolve, and respond to customer questions and callbacks in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
  • Use interactive tools including chat, forums, email, monitoring and other web based tools to exceed customer expectations.
  • Ability to provide technically accurate solutions to customers.
  • Provide creative solutions to customer problems to ensure customer productivity.
  • When appropriate, escalate issues to appropriate individuals based on established guidelines and procedures.
  • Ability to exercise judgment using procedures and practices to determine the appropriate course of action.
  • Passionate about customers and helping them reach their goals.
  • Desire and ability to provide an outstanding customer experience.
  • Must be fluent in German

What we have for you:

  • Generous PTO, paid holidays, and paid sick leave
  • Catered meals, happy hours, healthy snacks, and coffee bar
  • Seismic Cares volunteer program
  • #OneSeismic culture that celebrates wins, encourages autonomy, ownership, and transparency

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