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We are looking for a Customer Support Engineer, who will become part of the company and take on several different responsibilities.
As a Customer Support Engineer, the primary responsibility is to ensure the success and satisfaction of our customers by providing exceptional support and technical assistance.
The Customer Support Engineer is the main point of contact for customers seeking help with our products and services, and work closely with the Technical CSMs and CSMs to address their needs effectively.
Long story short, you will:
Provide prompt assistance to our customers via various channels and participate in meetings to efficiently resolve issues. Troubleshoot technical issues and meet response time targets.
Prioritize and manage customer inquiries through our ticketing platform. Escalate issues to the ProDev team as needed for resolution.
Maintain expertise in our products and features, sharing knowledge and best practices with customers.
Diagnose and resolve technical issues effectively, collaborating with the engineering team to address product bugs.
Create and maintain knowledge base articles and troubleshooting guides, sharing insights and best practices with the team

As our Technical Support Engineer, you will have the opportunity to work with our customers to resolve technical issues and help them successfully use the product. You will also work closely with R&D, Customer Success and Sales teams to improve our product and technical processes.

Responsibilities
Be first in line to analyze and troubleshoot incoming technical issues from our customers via Email and Zoom sessions.
Provide technical know-how and best practices to ensure proper implementation of product, you will own and monitor issues from the start to resolution
Work closely with the R&D, Field & Sales Engineers, Customer Success, and other teams to ensure smooth onboarding, deployment, and on-going relationships with customers all around the world
Provide timely information to customer-facing teams to improve overall customer satisfaction
Create and improve internal knowledge base articles
Work directly with management to create and improve current support procedures

We are seeking a Customer Support Specialist.
What youll do:
Respond to customer support inquiries as quickly and accurately as possible
Become an expert user of all of our Sports products
Reproduce and provide updates to customers regarding reported issues/defects
Manage communication with other departments
Making sure customers tickets are being handled properly and according to SLA
Contribute to our knowledge base

You can Expect:
Providing technical support and guidance to Strauss's employees who are experiencing issues with business applications (SAP, Priority, Salesforce, etc.).
Gaining a deep understanding of how Strauss's application systems work.
Performing troubleshooting to application issues.
Providing support over the phone via remote access.
Working with ticketing system to responded to users incidents and document the handling.
Writing training manuals and Knowledge articles (KB).

We are looking for a Tier 1 Support Agent.
As Tier 1 support agent, you will serve as the front line to our valued customers. Youll receive, analyze, and resolve customer requests via our live chat and ticketing system.
You will communicate with customers, to help them create websites by asking technical and professional questions.
Our work environment is agile, as products and apps are continuously being developed and require ongoing support.
Youll learn about our technology and collaborate with support professionals from around the world to improve the creative process that defines tomorrows web.
Responsibilities:
Receive, analyze, and resolve customer requests via live chat and ticketing
Determine the best course of action that will lead to the quick and successful resolution of customer requests
Solve customer problems in a professional, empathetic, and courteous way
Continuously learn about our new features and apps in a highly dynamic environment.

Required Support Specialists II - German
Join our Customer Support team as a Support Specialist II, where you will play a crucial role in our expanding language support initiative. The ideal candidate possesses native proficiency in German, along with fluency in English, will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions.
This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to our Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.
The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart German business hours from Monday through Friday.
What your day will look like:
Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned.

Required Support Specialists II - French
Join our Customer Support team as a Support Specialist II, where you will play a crucial role in our expanding language support initiative. The ideal candidate possesses native proficiency in French, along with fluency in English, will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions.
This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to our Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.
The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart French business hours from Monday through Friday.
What your day will look like:
Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned.