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- Tasks: Support customers from issue creation to resolution while building strong relationships.
- Company: Join a dynamic tech company focused on delivering exceptional customer experiences.
- Benefits: Enjoy flexible working options and opportunities for personal development.
- Why this job: Be part of a collaborative team that values your input and fosters growth.
- Qualifications: 3+ years in customer support, strong problem-solving skills, fluent in English and German.
- Other info: Ideal for tech-savvy individuals eager to make an impact in a fast-paced environment.
The predicted salary is between 36000 - 60000 £ 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
Contact Detail:
Trellix Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Engineer - German speaking
✨Tip Number 1
Familiarise yourself with our products and services. Understanding the technical aspects and how they benefit customers will help you engage more effectively during interviews and discussions.
✨Tip Number 2
Brush up on your problem-solving skills. Be prepared to discuss specific examples of how you've resolved customer issues in the past, as this will demonstrate your capability to handle similar situations at StudySmarter.
✨Tip Number 3
Practice your communication skills in both English and German. Since you'll be dealing with diverse audiences, being able to convey complex information clearly in both languages is crucial.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Success 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 achievements related to customer satisfaction and problem-solving.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and your ability to build rapport with clients. Mention specific examples of how you've successfully managed customer issues in the past, especially in dynamic environments.
Showcase Language Proficiency: Since the role requires fluency in both English and German, ensure you mention your language skills prominently. If possible, provide examples of how you've used these languages in a professional context.
Highlight Problem-Solving Skills: Demonstrate your strong problem-solving abilities by including specific instances where you've resolved critical issues or improved processes. Use metrics or outcomes to illustrate your success.
How to prepare for a job interview at Trellix
✨Showcase Your Technical Skills
As a Customer Success Engineer, you'll need to demonstrate your technical expertise. Be prepared to discuss specific technologies you've worked with and how you've applied them in customer support scenarios. Highlight any experience with cloud or AI technologies, as this could set you apart.
✨Emphasise Customer-Focused Experience
This role requires a strong customer focus. Share examples of how you've built rapport with customers in previous roles. Discuss how you've managed expectations and resolved issues effectively, showcasing your ability to maintain high customer satisfaction scores.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you handle critical issues. Prepare to discuss specific challenges you've faced and the steps you took to resolve them. This will demonstrate your strong problem-solving skills and your ability to work under pressure.
✨Practice Communication Skills
Since you'll be communicating complex issues to various audiences, practice explaining technical concepts in simple terms. Be ready to adjust your communication style based on the audience's needs, whether they are technical or non-technical stakeholders.
