Customer Support Representative

Prague, Czech Republic

Striving for excellence is in our DNA. Since 1993, we have been helping the world’s leading companies imagine, design, engineer, and deliver software and digital experiences that change the world. We are more than just specialists, we are experts.

DESCRIPTION


Currently we are looking for a Customer Support Representative for our Prague office to make the team even stronger.

Our client is a fast-growing software company on the cutting-edge of technology whose mission is to replace underperforming, on-premise enterprise resource planning systems with their Manufacturing Cloud Platform. A Customer Support Representative will ensure ongoing customer satisfaction and continuing strong customer relationships, creating a “Customer for Life”. We are seeking for candidates preferably with customer facing experience supporting software applications to join the client’s Product Support team.

Responsibilities

  • Provide excellent customer support for customers using PLEX including: answering questions, explaining products and services, troubleshooting, and other business priorities;
  • Gather information, research and manage user support requests;
  • Escalate requests, as needed, in a timely fashion and to the correct product team;
  • Manage timelines and deliverables with internal departments and customers;
  • Test and implement software enhancements;
  • Provide functional guidance and training to customers on new enhancements, modules and features;
  • Advise customers about available service(s) and assess customer needs;
  • Utilize and enhance Knowledge Management System;
  • Build formal and informal relationships with customers and internal team members.

Requirements

  • Bachelor’s degree, preferably in Business, CIS or computer-related field, or equivalent experience in supporting software or hardware systems;
  • Prefer experience using or supporting an ERP/MRP system;
  • Experience building and maintaining good customer relationships;
  • Ability to use analytical skills to resolve business issues;
  • Ability to manage and prioritize many requests simultaneously;
  • Organized and detail-oriented;
  • Ability to work independently, without close supervision, as well as part of a team;
  • Ability to communicate complex issues to varying levels of users in a professional, positive, friendly and understandable manner;
  • Willingness to work non-standard hours as needed;
  • Manufacturing experience is a plus;
  • Fluency in English, German and Czech (may not be native) are a must.

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