Customer Support Manager / Customer Manager (m/f/d)

First-Response:

• You are responsible for level 1 support requests from customers, prospects, partners and resellers for our core products
• You are the first point of contact for all incoming support requests, answer all questions and obtain any additional information required from customers
• You organise support calls and support customers remotely

Dispatcher:

• For more complex issues (e.g. bugs or topics where the dev team is needed) you organise the distribution and monitor the topics that require level 2 or 3 support
• You interact with the team and coordinate the process with the customer. As an interface, you ensure the smooth and complete flow of information about the status.
• Updating and further development of our knowledge database and feedback system
• You contribute your expertise from customer meetings to continuously expand our self-service and knowledge spaces and keep them up to date
• You work on the further development of our FAQ and self-service pages as well as on the technical documentation
• You regularly analyse support and topic-relevant indicators together with the team. You create reports for logging and monitoring the main topics and performance.