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- Tasks: Support customers by resolving technical issues and enhancing their experience.
- Company: Join a dynamic tech company focused on customer success and innovation.
- Benefits: Enjoy flexible working options, professional growth opportunities, and a collaborative culture.
- Why this job: Make a real impact while developing your skills in a fast-paced environment.
- Qualifications: 3+ years in IT support, fluent in English and German, strong problem-solving skills.
- Other info: Ideal for those eager to learn and grow in the tech industry.
The predicted salary is between 30000 - 50000 £ per year.
As a trusted support advocate, you will be the primary contact often partnering with Customer Success Managers, Sales, Professional Services and Engineering. You will rely on your knowledge, technical skills and customer-focus to deliver best-in-class experiences and outcomes for customers, while also identifying opportunities to improve our products, documentation and processes.
About the role:
- Work on issues raised by customers from creation to closure
- Assess and understand the impact, severity and urgency of issues
- Provide support to customers and build rapport through relationship building
- Participate in escalation calls with internal and external audiences
- Achieve outstanding results across a range of goals, including Customer Satisfaction scores, resolution times and adherence to service level goals
- Set and manage expectations with customers, including regular communications
- Conduct remote sessions to quickly resolve and progress issues
- Closely work with engineering and peers to accelerate solutions
- Identify data requirements and assist with data collection
About you:
- 3+ years of applicable experience in a customer-supporting IT environment
- Experience in supporting customers in medium to large enterprises
- Customer-focused, patient, flexible and a desire to progress quickly
- A team player, able to build rapport and get your point across in a calm manner
- Can communicate complex issues at multiple levels, adjusting in style and content to recognise the differing needs of customer and audience
- Strong problem-solving skills
- Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans
- Document customer interactions to a high standard
- Able to work well in a dynamic environment with a sizeable workload and multiple priorities
- Experience successfully managing and resolving critical issues
- Demonstrates a desire for learning and the ability to retain and build upon experience
- Cloud/AI knowledge desirable
- Fluent in English and German
Technical Support Engineer - German speaking employer: Trellix
Contact Detail:
Trellix Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer - German speaking
✨Tip Number 1
Familiarise yourself with common technical issues faced by customers in IT environments. This will help you speak confidently about potential challenges during interviews and demonstrate your proactive approach to problem-solving.
✨Tip Number 2
Brush up on your German language skills, especially technical vocabulary related to customer support. Being able to communicate effectively in both English and German will set you apart from other candidates.
✨Tip Number 3
Network with current or former Technical Support Engineers at StudySmarter or similar companies. They can provide insights into the role and share tips on how to excel in the interview process.
✨Tip Number 4
Prepare examples of how you've successfully managed customer relationships and resolved critical issues in the past. Highlighting your experience in a dynamic environment will show that you're ready for the challenges of this role.
We think you need these skills to ace Technical Support Engineer - German speaking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in IT environments. Emphasise your technical skills and any experience you have with cloud or AI technologies, as well as your fluency in German.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and your ability to build rapport with clients. Mention specific examples of how you've successfully resolved issues in the past and how you can contribute to improving products and processes.
Showcase Problem-Solving Skills: Provide examples in your application that demonstrate your strong problem-solving abilities. Discuss situations where you've managed critical issues and how you approached them, highlighting your results and customer satisfaction.
Highlight Communication Skills: Since the role requires communicating complex issues, ensure your application reflects your ability to adjust your communication style based on the audience. Include examples of how you've effectively communicated with both technical and non-technical stakeholders.
How to prepare for a job interview at Trellix
✨Showcase Your Technical Skills
Be prepared to discuss your technical expertise and experience in detail. Highlight specific examples where you've successfully resolved customer issues, especially in a cloud or AI context, as this will demonstrate your capability to handle the role effectively.
✨Demonstrate Customer-Focused Mindset
Since the role requires building rapport with customers, share instances where you've gone above and beyond to ensure customer satisfaction. This could include how you managed expectations or communicated effectively during challenging situations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage critical issues. Practice articulating your thought process when faced with complex problems, as this will showcase your analytical abilities and calmness under pressure.
✨Highlight Team Collaboration Experience
The role involves working closely with various teams. Be ready to discuss your experiences collaborating with others, particularly in high-pressure environments. Emphasise your ability to communicate complex issues clearly to different audiences.
