Customer Support Specialist
Há 24 horas
We are seeking a highly skilled Customer Support Specialist to join our team at LeanIX Jobs. As a key member of our Customer Success organization, you will play a critical role in delivering exceptional support to our customers, ensuring their success with our SAP LeanIX product suite.
Key Responsibilities- Provide initial response, operational assistance, and development of software workarounds and/or resolutions to customer inquiries.
- Deliver solutions to both technical and non-technical end users, supporting a wide range of technologies.
- Coordinate customer support cases, interacting with internal groups such as Engineering, Sales, and Customer Success.
- Work closely with Customer Success Managers and Customer Success Engineers to maintain visibility and provide consistency to the customer.
- Ensure all issues are systematically tracked, escalated, and communicated.
- Participate in a collaborative team, gaining deeper insights into problems and bringing in the customer's voice and insight to enhance the product.
- Continuously improve the knowledge base and educate team members on improvements.
- 3+ years of relevant work experience in problem analysis and case resolution.
- Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups.
- Outstanding critical thinking skills and the ability to build fluid rapport with our customers.
- Strong written communication in English and Portuguese or Spanish; any additional second language is a plus.
- Basic technical understanding of Enterprise Architecture methodology, EA-related platforms, and SaaS-related platforms (LeanIX, iServer, ServiceNow, Ardoq).
- Understanding of Customer Support KPI/Metrics.
- Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors).
- SSO authentication integration (SAML, Azure, ADFS, Gsuite, Okta).
- Software/Configuration integration between applications (ServiceNow, Confluence, Apptio, Intercom, Signavio).
- Passion for solving technical problems.
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