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Technical Writer in Customer Support & Success (m/f/d)

Visometry GmbH | Darmstadt

  • Darmstadt

Job description

Visometry develops leading industrial software solutions that enable our customers to improve manufacturing processes and make them more efficient. Our products focus on augmented reality (AR) and computer vision for industrial use. 

As passionate XR developers and experienced business professionals, customer satisfaction is at the centre of everything we do. 
 
To strengthen our team, we are now looking for you - a Technical Editor (m/f/d) who is directly integrated into Customer Success & Support.  

Do you enjoy direct contact with users and customers? In this position, you will be the interface between our products and our customers, you can handle customer enquiries and actively develop our help centre and support system!  
 
Your focus is on the Creation, maintenance and optimisation of technical documentation, tutorials and toolsthat make it easier for our users to get started and organise support efficiently. As a technical "understander" and "explainer", you will also be responsible for processing support requests as well as the structure and quality of our customer support. As an important part of the Customer Success team, you will ensure processes and work closely with Product Development, Sales and Marketing.  

What you can expect from us

  • Our team of experts will provide you with sustained and continuous training.
  • You have the opportunity to become a real expert (m/f/d) with a wealth of expertise at our company. As pioneers in AR / XR technology & solutions, we constantly offer further training opportunities. 
  • You can expect an interesting and varied job with renowned national and international customers. 
  • You work independently and autonomously and can develop personally. You play an active role in shaping our support structures. 
  • Your workplace is only a few minutes' walk from Darmstadt city centre. There is the possibility for individual home office arrangements. 
  • Start-up atmosphere: Modern, well-equipped and centrally located offices, free drinks, coffee, good humour and regular team events ensure a good atmosphere and a pleasant working environment. 
  • The work-life balance is important to us. We pay attention to the compatibility of work and private life. We offer flexible working hours. 

Your tasks include

Customer Success 

  • Maintenance and further development of documentation, FAQs, help centre, video tutorials and training materials 
  • Creating and updating multimedia content for knowledge transfer (texts, videos, illustrations)
  • Expansion and maintenance of our self-service and knowledge spaces in the form of articles on recommendations for action based on customer experience
  •  Regularly analysing support data and topic indicators and creating reports on performance and quality

Customer Support 

  • Processing and coordinating incoming Level 1 support requests from customers, partners and resellers using your technical understanding/expertise
  • Organisation and implementation of support calls and on-boarding calls 
  • Classification of more complex requests (e.g. bugs, feature requests, ...) and case management with level 2/3 support 
  • Ensuring a smooth flow of information and status tracking between customers and the (development) team  

What you bring with you

  • Enthusiasm for technical issues and IT systems 
  • Strong communication skills, empathy and enjoyment of direct contact with people 
  • Experience in technical editing. Ideally practical experience in user support or B2B software training. 
  • Confident in creating multimedia content (video, audio, illustration, image editing) 
  • Knowledge of common processes for the introduction and operation of software systems 
  • Interest in AR technologies and industrial applications 
  • Independent, proactive and structured way of working 
  • Very good knowledge of German (C2) and good knowledge of English (B2) 
     

The following are also advantageous

  •  Experience with the technical documentation of (metrology) software in industrial production (e.g. steel or welding construction) 
  • Basic knowledge in areas such as augmented reality, computer vision, Unity, CAD, mechanical engineering or 3D/computer graphics 
  • Programming skills (HTML, CSS, JavaScript/TypeScript, C#) 
  • Completed training or studies with a technical or IT background 
      

You fit in with us if you 

  • see yourself as a trustworthy service provider and enjoy helping our customers 
  • want to contribute problem-solving skills and strong communication skills to our team and enjoy communicating with people 
  • have an interest and talent for imparting knowledge and writing texts 
  • have a quick grasp of things and can structure and organise well 
  • are technically adept and want to work with augmented reality solutions in industrial quality inspection 
      

apply now

About the company

Our working world is changing. Faster than ever before. Industry 4.0 and digitalisation are the key to enabling companies to reduce costs, ensure quality and tap into growth potential.

With our augmented reality solutions, we at Visometry have set out to make a contribution to achieving these goals. We are a German tech and solutions start-up and have already made a name for ourselves internationally with our VisionLib tracking engine.

AR is transforming how we work, learn and interact with the world around us. It can be used to visualise things that would otherwise be difficult or impossible to grasp. It bridges the gap between the digital and the real world and provides crucial information to support people at work in a contextualised way and guide their focus.

Company profile
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Our benefits

  • Promotion opportunities
  • Vocational training
  • Financial incentives
  • Company bike
  • Flexible working hours
  • Home office
  • Public transport ticket / subsidy
  • Team building
  • Further training

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