Product Support Specialist – Personalization and E-Commerce (Vollzeit | Köln)

Based in our Cologne office, the Product Support Specialist will work to support German & English-speaking customers and consult them on our product portfolio, with specialization on eZ Personalization solution for Publishers and E-Commerce.

This will require deep care for good Customer Service, proficient technical understanding, having a solutions-oriented mind, regular coordination and information exchange with other internal stakeholders within the distributed Support organization, and locally help ensure success with Sales & Consultant organization.

Training and time for self-develop will be provided.

 

Key responsibilities:

  • Receive, qualify support requests from customers, answer frequently asked questions
  • Identify leads relevant for Sales, and product feature request to Product team
  • Specialize in the Personalization and connected E-Commerce offering
  • Investigate problems suspected being caused by product defects
  • Assist on plugin installation, activation, and workarounds / customizations needs
  • Proactively responding to customers, offering advice, and preventative maintenance
  • Routinely perform performance monitoring of key customers, detect inactive accounts
  • Providing occasional technical assistance to sales team
  • Performs other duties and projects as assigned

Optional but encouraged: Participate in meetups, present on topics from own expertise/experience

Your Profile

  • Fluent German, good English language skills
  • Minimum 2-3 years’ experience caring for customers and their technical issues
  • Experience with debugging complex setups, the following is an advantage but not a must:
  • Experience with Personalization/Recommendation and/or E-Commerce systems
  • Basic knowledge on Magento, Oxid, Plentymarkets, Shopware or similar
  • Bachelor’s degree in Computer Science or similar preferred
  • Organized, able to keep track of several parallel tasks, including ability to balance constantly changing priorities vs need to focus
  • Highly proficient in analytical and problem-solving skills with attention to details
  • Understanding of customer’s issue and demonstrating real concern
  • Ability to collaborate with technical staff and end users
  • Excellent written and verbal communication skills
  • Focus on quality while working under time pressure
  • Ease of working in an international environment

Proactive, self-disciplined and highly motivated with well-organized work style

Firmenkontakt und Herausgeber des Stellenangebots:

eZ Systems GmbH
Kaiser-Wilhelm-Ring 30-32
50672 Köln
Telefon: +49 (221) 36748620
Telefax: +49 (221) 36748622
http://www.ez.no/de

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