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For Companies At a Glance
- 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 growth.
- Why this job: Be part of a collaborative team making a real impact in customer success.
- Qualifications: 3+ years in customer support, fluent in English and German, strong problem-solving skills.
- Other info: Ideal for those eager to learn and thrive 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
Customer Success Engineer - German speaking employer: Trellix
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 common customer support tools and platforms, as well as the specific technologies we use at StudySmarter. This knowledge will not only help you during the interview but also demonstrate your proactive approach to understanding our environment.
✨Tip Number 2
Brush up on your problem-solving skills by practising real-world scenarios that a Customer Success Engineer might face. Think about how you would handle various customer issues and be ready to discuss these examples in your conversations with us.
✨Tip Number 3
Since this role requires strong communication skills, consider engaging in mock interviews or discussions with friends or mentors. Focus on explaining complex technical issues in simple terms, as this will be crucial when interacting with customers.
✨Tip Number 4
Network with current or former employees of StudySmarter on platforms like LinkedIn. They can provide valuable insights into our company culture and expectations, which can help you tailor your approach during the 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 problem-solving skills and any achievements that demonstrate your ability to manage critical issues.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and your ability to build rapport with clients. Mention your fluency in German and English, and how it enables you to communicate effectively with diverse audiences.
Showcase Technical Skills: Since the role requires technical knowledge, include any relevant certifications or experiences related to cloud/AI technologies. Highlight specific tools or software you are proficient in that would benefit the company.
Demonstrate Customer Focus: Provide examples in your application of how you've successfully supported customers in previous roles. Discuss how you assess issues and manage expectations, showcasing your customer-centric approach.
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 they relate to the role. Highlight any experience you have with cloud or AI technologies, as this could set you apart.
✨Emphasise Customer-Focused Experience
Since the role revolves around customer support, share examples of how you've successfully managed customer relationships in the past. Discuss situations where you resolved issues effectively and how you built rapport with clients, showcasing your patience and flexibility.
✨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 ability to work under pressure.
✨Practice Communication Skills
You'll need to communicate complex issues clearly to various audiences. Practice explaining technical concepts in simple terms, and be ready to adjust your communication style based on the audience's needs. This will show your adaptability and understanding of customer perspectives.
