Bochum Customer Success Engineer (m/f/d)

Gbtec Ag; Bochum; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Direct insurance and capital-forming

Bicycle leasing

Hybrid working model

Gym and office facilities

Zusammenfassung

Gbtec Ag is seeking a Customer Success Engineer (m/f/d) to be the main contact for customers’ technical inquiries related to the BIC Platform. You will support analyzing and resolving complex issues, coordinate with internal departments, and help ensure high customer satisfaction with a strong service focus.

You will process and track cases, assist with configuration and administration topics, document problems, and work with product management to address requirements.

Qualifikationen

• Completed vocational training as IT specialist or degree in CS/BI
• Initial professional experience in technical/customer support or similar
• Ability to explain technical matters clearly to varied audiences
• Structured, meticulous and service-oriented approach to work

Aufgaben

• Process, analyse and track technical customer enquiries and support cases
• Assist customers with technical queries on BIC Platform configuration and use
• Document issues and identify solutions
• Collaborate with product management, development and other departments
• Communicate case status to customers and internal stakeholders
• Support rollout of new features and handle related queries
• Create and maintain technical docs and knowledge bases
• Identify recurring issues and suggest product or process improvements
• Relay customer feedback to product teams for continuous improvement

Kenntnisse

Strong technical understanding

Clear technical communication

Structured and solution-oriented

Customer-focused

Knowledge of case/ticket management

German & English proficiency

Ausbildung

IT specialist training

Degree in Computer Science / Business Informatics

Tools

Ticket management systems

Jobbeschreibung

Supercharge your business operations with the most intuitive AI-powered BPM software.

Reduce IT costs and accelerate your IT transformation with our intelligent EAM solution.

Redefine the way you work with record-breaking workflow automation.

Explore our comprehensive GRC platform tailored to meet your needs.

Unlock crucial insights from hidden process data and swiftly eliminate weak points.

Your access to knowledge, trends, and best practices.

Insights for today, strategies for tomorrow - through our webinars and events.

Expert knowledge for your digital transformation.

Knowledge that moves you forward - for processes that inspire.

Inspiring articles, case studies, and best practices.

See how our customers drive real results with us.

Discover the details and functionality of our products.

Uncover the story behind GBTEC and meet the leadership team.

Join our team and seize your career opportunities at GBTEC.

As aCustomer Success Engineer (m/f/d), you will be the main point of contact for our customers’ technical enquiries relating to the BIC Platform. You will support our customers in analysing and resolving technical challenges, coordinate the handling of complex enquiries with our internal specialist departments, and help to ensure a high level of customer satisfaction. In doing so, you will combine technical expertise with a strong focus on service and customer care.

• Processing, analysing and tracking technical customer enquiries and support cases
• Assisting our customers with technical queries relating to the use, configuration and administration of the BIC Platform
• Analysing and documenting technical issues and identifying suitable solutions
• Collaborating with product management, development and other specialist departments to address complex customer requirements
• Tracking and communicating the status of cases to customers and internal stakeholders
• Providing support during the roll-out of new features and releases, and handling resulting customer enquiries
• Creating and maintaining technical documentation, knowledge base articles and help guides
• Identifying recurring issues and deriving potential improvements for products, documentation and support processes
• Passing on technical customer feedback to product management and development to ensure the continuous improvement of our solutions

Your profile

• Completed vocational training (e.g. as an IT specialist) or a degree in Computer Science, Business Informatics or a comparable qualification
• Initial professional experience in technical support / customer support or a comparable role
• Strong technical understanding and a passion for analysing complex issues
• Ability to communicate technical matters clearly and in a manner appropriate to the audience
• A structured, meticulous and solution-oriented approach to work, combined with a strong focus on customers and service
• Enjoyment of working with customers and internal departments
• Knowledge of case/ticket management systems
• Very good command of German and English

Why us?

• Challenging roles in a key position within the BPM Services division
• Support for personal development through, for example, internal or external training and mentoring
• Attractive employee benefits such as direct insurance and capital-forming benefits
• Bicycle leasing options and access to the Corporate Benefits platform
• Flexible working hours, flat hierarchies and a hybrid working model
• A highly motivated working environment and teamwork characterised by extensive knowledge-sharing
• A modern, high-performance working environment and equipment
• Free drinks and coffee, and our own attractive office buildings with a gym and football pitch
• Regular staff training sessions in our in-house gym

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