Senior Technical Support Specialist, Europe

Europe
Customer Success
Full-time
Working at the intersection of hardware, software and molecular science, we are committed to enabling digital manufacturing. Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industry around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions. Help us change the world and we will help you change yours. 
 
The Customer Success and Service team works to ensure that customers love and can count on us and our products. We are held accountable to ensure customers are successful and their experience with Carbon is positive. Technical Support Specialists are the front-line contact for our customers, helping them through their issues and questions and escalating as needed. Tech Support Specialists will be expected to listen carefully, document thoroughly, escalate appropriately, and respond quickly to customer needs across a broad spectrum of industries. Carbon is a dynamic work environment, and Tech Support Specialists will need to be flexible and adapt to dynamic business with ever changing needs and priorities. 
 
Role will be covering Europe and candidates must speak English, German and French fluently. 

Responsibilities:

    • Provide first level technical assistance and support for incoming questions and issues
    • Answer the Tech Support phone line when customers call for help
    • Diligently respond to emails to the support email, in addition to reaching out based on proactive service triggers
    • Walk customers through troubleshooting process
    • Research questions using available information resources
    • Properly escalate unresolved issues to the next level of Carbon support
    • Follow up with customers, provide feedback and see problems through to resolution
    • Utilize excellent customer service skills and exceed customers’ expectations
    • Ensure proper recording, documentation and closure of all incidents
    • Recommend procedure modifications or improvements
    • Notice and inform management of trends or recurring problems
    • Continually grow your knowledge of tech support desk procedures, products and services

Requirements:

    • Excellent customer-facing/interpersonal skills
    • Advanced troubleshooting and multi-tasking skills
    • Proven working experience in providing tech support desk support
    • Proven ability to manage multiple incidents at a time while paying strict attention to detail 
    • Strong organizational skills    
    • Excellent verbal and written communications skills, including over the phone
    • Excellent listening skills
    • Ability to be flexible with a dynamic, growing company
    • Ability to quickly and effectively understand CLIP technology
    • Fluent in English, German and French
    • 7-10 years technical service role