Technical Support Manager

Technical Support Manager – 1st Level (m/f/d)

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YOUR RESPONSIBILITIES

• You are the customers‘ and channels‘ first point of contact for technical issues
• After a short research, you either solve the problem or pass it on to 2nd Level Support
• You are responsible for customer communication. You support the customer until the problem is resolved
• You provide feedback to the product management team to highlight potential for optimisation & question existing processes to improve the status quo
• You are responsible for monitoring and point out problems to customers or channels
• You act as an internal consultant and ensure good knowledge transfer

Job Info

• Job Family
  Operations Management & Excellence: Data & Quality Management
• Experience Level
  Professional Level
• Contract
  Full-Time
• Reports to
  David Wötzel
• Team
  Operations & Support
• Location
  Ansbach, Germany

WHAT WE’RE LOOKING FOR

• You are the first person your friends and family reach out to when they have technical problems
• You have experience in the IT / e-commerce industry or in support and service processes
• You are familiar with XML and CSV
• Experience with the Salesforce Service Cloud ticket system or similar is an advantage
• Flexible thinking is easy for you & you can quickly analyse and explain complicated issues
• Patience is one of your virtues & you love to discover new technologies and programs
• You are a team player, communicative, and have good empathy for customers. Exchanges with brands and partners as well as with channels and marketplaces are equally interesting to you
• You are fluent in German and English and you can communicate system-related and technically sophisticated analysis results in verbal and written form

EMPLOYEE BENEFITS YOU’LL LOVE

• We prioritise mobility concepts and strive to offer our talent as much flexibility as possible. We provide a hybrid working model within Germany, plus the option to work from abroad for up to 30 days per year. However, we would love to meet you in the office at least once to four times per month.
• Every year, you receive a specific budget to invest in your personal development, whether it’s about enhancing soft or hard skills. Additionally, you have access to German or English classes to improve your language proficiency.
• If you have to move to Germany from another country, we support you with the visa process and finding an apartment so you have everything together before you start your job at Tradebyte.
• As a Zalando employee you profit from a 40% discount on Zalando and 30% on Zalando Lounge. Additionally you profit from the company’s success if you participate in Zalando’s share programme.
• We offer a variety of health initiatives to support your well-being. Order a company bike, equip your home office, and enjoy free beverages and fruit in our offices.

Job Info

• Job Family
  Operations Management & Excellence: Data & Quality Management
• Experience Level
  Professional Level
• Contract
  Full-Time
• Reports to
  David Wötzel
• Team
  Operations & Support
• Location
  Ansbach, Germany