Resolve customer queries through phone and chat, using non-technical language to guide them clearly and confidently as they navigate our software products.
Approach every interaction with empathy, listening carefully and reassuring customers that you’re there to help.
Encourage and support customer independence by sharing relevant help articles and explaining how to use self‑serve resources effectively.
Troubleshoot issues by gathering information, using available tools and documentation and applying logical problem solving to reach a resolution or clear next step.
Empower customers to understand the software so they can work more effectively.
Maintain accurate, high‑quality notes to support smooth handovers and contribute to team knowledge.
Collaborate with colleagues across Support and other teams when customer queries span multiple areas.
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