Location: Vienna, Austria

We are looking for an enthusiastic and result-oriented Technical Support Manager.

The successful candidate will be responsible for timely, accurate and satisfactory resolution of all technical client support tickets. The position is based in Vienna.

Your Responsibilities

  • Serve as daily escalation point for Client Support Managers for technical issues concerning the clients’ use of Adverity’s products
  • Identify, categorize and troubleshoot technical issues
  • Escalate issues that require development access to Tech Operations (3rd level) when required
  • Escalate to team lead and Client Success Managers when an issue may impact the revenue and/or the relationship with the client
  • Communicate progress of issue resolution to the client in a timely manner while trying to meet and exceed the assigned SLAs
  • Work closely with Client Success and Client Support Managers to improve client relationships and ensure the provided support level meets and exceeds our clients’ expectations and associated SLAs
  • Identify recurring client issues and requests and write client-facing entries for FAQ and Help Files
  • Provide usage instructions and solution descriptions in a professional, error-free and easy-to-understand manner
  • On a day-to-day basis, you will be working closely and efficiently with other support members, technical and Client Services teams to meet and exceed your personal and team KPIs

Your Qualifications

  • Completed degree in IT or Engineering is preferred
  • Technical helpdesk experience or another client facing role is required
  • Experience with web technologies and related web stacks (API/ETL/SQL)
  • Outstanding communication skills (written and verbal) over the phone, via email and on live chat.
  • Ability to analyse & troubleshoot technical issues and deliver instructions to non-technical audience
  • Must be a team player, with outstanding motivation and strong commitment to your role
  • Must have a strong willingness to learn and discover new technologies
  • Friendly, personable and approachable, with the ability to multi-task and work under pressure
  • Experience with Zendesk preferred
  • Proficiency in English and German

Our Offer

  • A job in a fun, innovative and dynamic work environment
  • Working alongside experienced and successful entrepreneurs
  • Be part of a fast-growing company with International outlook
  • Help shape the future of Adverity’s Customer Support department
  • Flexible working hours (including home office)

For this position, we offer a starting annual salary of EUR 25.000-35.000 (negotiable based on your level of experience & qualifications). Send your application to jobs@adverity.com! We look forward to hearing from you!