Support Engineer - Software company

As a Support Engineer, you are the first contact for incoming written and telephone inquiries from our customers. You are increasingly coordinating the entire process (ticket acceptance, analysis, integration of 2nd and 3rd-level support, solution and documentation). Furthermore you will develop and improve our support standards. Main Tasks: First level support of the global ADvendio user / customer group. Take

ownership of customer issues reported and see problems through to resolution.
Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Provide prompt and accurate feedback to customers.
Ensure proper recording and closure of all issues.
Prepare accurate and timely reports.
Document knowledge in the form of knowledge base, tech notes and articles.
Customization of user interfaces at customer salesforce instances.
Creation of dashboards and reports.
Perform tests of new or adjusted functions during our product lifecycle.
Other tasks:
Provision of training materials for internal and external use.
Support and execution of user training.
Support of the marketing managers and the sales teams with product knowledge
Participation in customer implementation projects.

About You:
You have successfully completed a university degree in computer science or similar experience with a technical background.
You have 1 - 2 years of experience providing first tier support to customers.
Knowledge of Salesforce is highly desirable.
You are a team player with strong communication skills who likes to take on responsibility.
You are a problem solver and like to work with clients.
Fluent English is a must, a further European language would be an advantage.
Educación mínima: Universitaria / I.P. / C.F.T.
Años de experiencia: 1
Idiomas: Inglés
Disponibilidad de viajar: Si
Disponibilidad de cambio de residencia: Si