Overview

We are looking for talented people to join us as Technical Support Representatives and be the front-line of technical support, engaging with clients to help them with any issues they encounter. The ideal candidates will have experience supporting highly complex broad software applications in a SaaS environment. Prior experience with ERP, Manufacturing, Logistics, or EDI applications is preferred.

Responsibilities:
• Provide excellent customer support
• Gather information, research and manage user support requests
• Escalate requests, as needed, in a timely fashion and to the correct product team
• Manage timelines and deliverables with internal departments and customers
• Test and implement software enhancements
• Provide functional guidance and training to customers on new enhancements, modules and features
• Advise customers about available services and assess customer needs
• Utilize and enhance Knowledge Management System
• Build formal and informal relationships with customers and internal team members

Qualifications:
• A Bachelor degree, preferably in Business, CIS or computer-related field, or equivalent experience in supporting software applications
• Experience using or supporting an ERP/MRP system
• Experience building and maintaining good customer relationships
• Ability to use analytical skills to resolve business issues
• Ability to manage and prioritize many requests simultaneously
• Organized and detail oriented
• Ability to work independently, without close supervision, as well as part of a team
• Ability to communicate complex issues to varying levels of users in a professional, positive, friendly and understandable manner
• Fluency in languages such as German, Italian, Spanish, Portuguese or Mandarin is a plus
• Willingness to work non-standard hours as needed
• Manufacturing experience preferred, including knowledge of EDI, Production & Inventory Planning/Scheduling, or Quality/Tooling

We offer:
• A very competitive salary with genuine long-term growth prospects
• A well-located modern office in Prague
• A friendly international work environment
• The opportunity to be a senior member of a growing team
• Training in the USA

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