Software Support Engineer Tier 1

**Your Responsibilities**:
People-centricity is a key value to us, and our Jedox Support team is at the frontline of making sure our customers are happy and able to use and understand our software. In this role, you will get to know the core features of our Jedox product at an expert level. The primary responsibility is to handle customer issues related to Jedox products and services over the phone as well as through tickets and chat. Technical support engineers are required to troubleshoot and test directly with the customer and work cross-functionally and collaboratively to resolve issues to our customer’s happiness. You will have the opportunity to improve processes and customer experience by crafting new knowledge about our product, whilst sharing insights to colleagues and management.

The function of Tier 1 Support is to administrate all incoming requests within SLA, respond to questions, assess, verify, and validate customer submissions, troubleshoot, and resolve in a timely manner, ensuring that the customer experience is at the forefront of our engagement.

In this context, your responsibilities will be:

- Respond to tickets in accordance with SLA’s
- Establish correct prioritisation upon ticket submission
- Provide positive written and verbal communication with the customer
- Implement configuration changes for cloud customers
- Provide information regarding Jedox Cloud settings and hardware loads
- Create Customer portal accounts
- For new tickets: check responsibility of support (transfer to colleague/department),
- Queue Management to ensure timely and effective follow-up
- Ensure escalations are owned, followed up and resolved satisfactorily
- Phone coverage & Video calls

We are looking for smart problem-solvers motivated to provide excellent service to our customers and partners globally. If you have a first experience with IT support or just a good affinity for IT and really enjoy helping people and finding solutions, we are looking for you

**Your Profile**:

- Strong technical awareness and aptitude, with the ability to learn new
- Good IT skills (Windows/Linux, web servers, cloud services, databases, Excel, Outlook...)
- Capacity to Provide effective, informative, and timely communications
- Exceptional analytical skills, including the ability to figure out how things should work, identify patterns and trends
- Flexibility and customer orientation
- Fluent written and spoken in English, German is a plus

Ideally you also bring:

- Confident use of Excel, databases and web technologies.
- Experience with support processes, Kubernetes/Docker, Azure, ITIL and SRE

**About us**:
Jedox is a leading software solution that enables business planning, budgeting, and forecasting for finance, sales, and other business functions with leading-edge technology to drive Digital Transformation and provide tangible customer value. Constant innovation has made us a leader in the Enterprise Performance Management (EPM) sector.

**Our Values**:
At Jedox, we pride ourselves on our core corporate values, which drive our success as a team.

Our growth mindset encourages us to constantly learn, evolve and innovate, pushing ourselves to new heights. We work together as #OneTeam OneJedox, with a shared passion for achieving excellence in everything we do. We execute with precision and hold ourselves to the highest standards of excellence, ensuring that we deliver impactful results that exceed our customers' expectations. Our focus on people centricity ensures that our employees are at the heart of everything we do, enabling us to attract and retain top talent. We believe that effective communication and engagement are key to building strong relationships, both internally and with our customers, partners and stakeholders.

**Why should you join our team?**

At Jedox, we want our customers to achieve #Superplännen. It is that exhilarating feeling when an organization performs how it envisioned it.
When you plan for the future and achieve your goals, we call it Superplännen, and we want you to achieve the same. This is why at Jedox our culture is shaped by our global collaboration, passion for people and development, diversity, and commitment to innovation. We refer to it as our #OneTeam mantra, which is ingrained in everything we do.

We believe in lifelong learning and encourage team members to pursue personal and professional development, including internal & external training and certifications. We also enjoy meeting regularly (online or in persona) with each other all across the world for work, team events, to spend quality time together & have fun, or even do sports together.

The same effort and attention are being given to ensure employee satisfaction in an out of the office. Some of those perks include:

- ** Flexible work**: we love to work together in the offices as #Oneteam, but we also enjoy the possibility of working from everywhere and owning working hours.
- ** Take time to care for yourself**