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- Tasks: Support customers by resolving technical issues and enhancing their experience.
- Company: Join a dynamic tech company focused on delivering top-notch customer support.
- Benefits: Enjoy flexible working options, professional development opportunities, and a collaborative culture.
- Why this job: Be part of a team that values customer satisfaction and innovation in tech solutions.
- Qualifications: 3+ years in IT support, fluent in English and German, strong problem-solving skills required.
- Other info: Ideal for those eager to grow in a fast-paced environment with a focus on learning.
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 understand the types of problems you might encounter and how to address them effectively.
✨Tip Number 2
Brush up on your communication skills, especially in German and English. Being able to convey complex technical information clearly and concisely is crucial for building rapport with customers.
✨Tip Number 3
Network with current or former Technical Support Engineers, especially those who have worked in similar roles. They can provide insights into the day-to-day responsibilities and challenges you may face.
✨Tip Number 4
Stay updated on the latest trends in cloud and AI technologies. Having a solid understanding of these areas can set you apart from other candidates and demonstrate your commitment to continuous learning.
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.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service 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 the company's goals.
Showcase Language Skills: Since this role requires fluency in both English and German, make sure to highlight your language proficiency clearly in your application. If possible, provide examples of how you've used these languages in a professional context.
Demonstrate Problem-Solving Abilities: Use your application to illustrate your strong problem-solving skills. Include specific instances where you've managed critical issues or improved processes, showcasing your ability to work under pressure and meet service level goals.
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 complex issues, especially in a customer-supporting IT environment.
✨Demonstrate Customer-Focused Mindset
Emphasise your ability to build rapport with customers. Share anecdotes that illustrate your patience and flexibility when dealing with customer concerns, as well as how you manage expectations effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare to discuss how you would handle various customer scenarios, including critical issues, and how you would communicate solutions to different audiences.
✨Highlight Team Collaboration Experience
Since the role involves working closely with various teams, be ready to talk about your experience collaborating with others. Provide examples of how you've worked with engineering or sales teams to achieve successful outcomes.
