1st line customer support engineer (m/f/d)

1st Line Customer Support Engineer (m/f/d) Department: Support & Education Services Employment Type: Permanent Location: Italy, Remote Description You assist our customers in using our software packages for the construction of windows, doors, and facades. You analyze the requests submitted by phone or email and develop solutions tailored to customer needs. You are responsible for customer satisfaction and ensure that requests are handled efficiently and service commitments are met. Responsibilities Customer supportYou serve as first point of contact for all issues related to our windows & doors software packages You respond to customer queries via email, Zendesk or phone in a professional and timely manner After identifying the issue, you guide the user to resolve the issueIssue diagnosis and troubleshootingYou analyze reported issues and determine the appropriate course of action to resolve them You elevate unresolved problems to the 2nd Line Support team for further investigationTicket management and documentationYou update the ticketing system with each call, progress, notes and actions You monitor and track the progress of open ticketsUser assistance and guidanceYou assist customers with tasks such as installation or license update You provide help and advice on the usage of our software packagesSkills, Knowledge & ExpertiseSignificant professional experience in calculation and/or design and/or production in the fenestration industry Good analytical skills to identify, diagnose and resolve issues Good communication capabilities to ensure a good collaboration with colleagues and an effective dialogue with customers Being able to work independently At ease with technical softwares Written english is a must-have