Customer & Product Support Specialist

About the Group Trace one - Selerant

Are you passionate about innovation, challenges and brilliant solutions?

After the creation of the Trace One – Selerant group,

Our combined company has strengthened its global position in the PLM market for consumer-packaged goods (CPG) by reaching more geographies and integrating further solutions and assets to better serve our customers worldwide.

Together, Trace One and Selerant offer the global leading end-to-end PLM and compliance solutions that transform the CPG industry. With more than 30 years of experience in new product development, packaging and formulation management, we supply a single, collaborative platform for process manufacturers and retailers—from raw ingredient suppliers and boutique brands to global CPG giants and blue-chip retailers.

We help businesses connect, comply, and create remarkable products that empower consumers and shape the world. Our extending global community of 6,000+ brand owners span more than 170 countries and produces over $500Bn in revenue each year

Selerant is looking for a high-energy, driven

Customer & Product Support Specialist

Role

as a Customer & Product Support Specialist in Selerant you'll:

• Assist the Product Support Manager
• Provide guidance on support related topics
• Communicates problems resolution strategies and status to the customer in an accurate, professional, and timely, manner, in the respect of our SLA
• Be the local relay and manage the day-to-day operations as needed
• Ensure customer satisfaction by providing in-depth technical & functional research and information needed to resolve in-depth technical & functional problems in an accurate, professional, and timely manner, in the respect of our SLA.
• Crisis management
• Be close to our customers & build strong relationship.

Main duties & responsibilities

• Is able to handle customer escalations, communicates resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience.
• Documents technical issues for the benefit of others as needed.
• Organizes the provision of product fixes to customers, coordinating necessary resources to ensure the availability is timely, efficient and satisfactory.
• Work with external partners when required
• Promotes customer advocacy and satisfaction throughout the company.
• Doing periodic Support Reviews with customers
• Making sure support requests are moving well
• Work on technical & functional product related projects, as required.
• Answering and logging incoming calls when needed
• Mentors other Customer Support Engineers on resolving technical problems and mission critical support requests.
• Coordinates necessary resources to ensure delivery is timely, efficient and satisfactory.
• Be the local relay and assist the Product Support Manager
• Resolves customer and field inquiries regarding current Trace One product behavior.
• Be the technical functional referent for the rest of the team
• Owns and drives resolution of customer’s cases. Maintains records of cases, defines resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience.
• Crisis management (critical incidents P0/P1)
• Ensure that the support coverage is respected
• Develop trust between our customers and our support team
• Be involved in the management of critical account situation
• Works with other Trace One departments to maintain a quality of customer interaction consistent with corporate standards.
• Enters appropriate and accurate data on technical problems in support case tracking system, for reference and historical purposes.
• Make sure customer ‘s critical reported cases are dealt with promptly and the customers are informed.
• Providing guidance on support-related matters
• Participate to the training and coaching of new joiners
• Managing critical situations and escalations
• Consults with customers as required to collect diagnostic information
• Interfaces with engineering groups (R&D/PS) as a consult point for further diagnosis of complex issues and to organize delivery of product fixes to customers.
• Contributes to extended research on customer-reported technical problems which are not known or cannot be resolved during initial investigations.
• Helping with general requests
• Facilitating knowledge transfer

Education & Skills Required

• Autonomy Supervision required/given
• Good knowledge of the case tracking tool and other tools used by Support Teams
• Language skills: English fluent Italian is a plus .
• Capacities to deal with and manage stressful situations
• Effective verbal and written communication skills, tact and diplomacy in dealing with sensitive customer issues, exceptional follow-through ability and good organizational skills.
• A Bachelor’s degree with Computer Science is normally required.
• Assign and manage required in order to accomplish the goals / objectives defined by the manager
• Knowledge of database and SQL language is a plus.
• Work is subject to review upon completion to ensure compliance with objectives and policies.
• A minimum of 2 years’ experience in a technical & functional support on a SaaS / on prem environment and a general understanding of data base applications or development tools .

Selerant is a family-orientated company which offers a rewarding and collaborative working culture where every team member has the opportunity to contribute in a thriving environment were continuous improvement and innovation is highly valued.

Employees enjoy favorable conditions including a competitive salary and flexi-working (work-from-home).

How to apply:

Please send your application, CV and cover letter to

[email protected].

Applications may also be submitted via LinkedIn (please include your CV).

Applications close on 20/05/2023.

A competitive market salary will be offered to the successful candidate.

Selerant is an equal opportunities employer.