Job description

Job :

As an Associate in 1st Line Customer Support, you will be important in making sure our Myfactory customers in Germany, Switzerland, and Austria have a great service experience. You will be the first person users talk to, helping them solve technical and functional questions while keeping customers happy. In this job, you will work closely with our development teams, keep learning more about the product, and help make our support processes better.

Job Duties

•Help our customers a lot with their support requests by phone, email, and our ticket system.
•Work to make customers happier and keep them satisfied.
•Keep our knowledge base and documents up to date.
•Work closely with the development team.
•Test and try to recreate reported problems on your own to find the cause.
•Always learn more about the entire myfactory product range and related technical areas.

This job uses Forterro’s hybrid work plan. Employees will need to work from the office when they start and then follow the local hybrid rules.

•Understand business processes and how small and medium businesses work well.
•Have finished vocational training or a university degree, ideally with extra studies in business.
•Understand business software and ERP systems.
•Be very interested in IT and technology.
•Have strong skills in at least two of these areas: Online stores like Magento / Shopware, Connections like SOAP / REST API, SQL Server / Statements, MS365 E-Mail / Azure knowledge, Point of Sale (POS) systems.
•Be good at talking to people and working in a team.
•Be a dependable person who is very committed.
•Focus on the customer and always want to give excellent service.