The Role
Provide first-line technical and functional support to Myfactory customers across Germany, Switzerland, and Austria via phone, email, and ticketing. Reproduce and test issues, maintain knowledge base and documentation, collaborate with development teams, and expand product and technical expertise to improve support processes and customer satisfaction.
Summary Generated by Built In
As an Associate in 1st Line Customer Support, you will play a key role in ensuring an excellent service experience for our Myfactory customers across Germany, Switzerland and Austria. You will be the first point of contact for users, helping them resolve technical and functional questions while maintaining high levels of customer satisfaction. In this role, you will work closely with our development teams, continuously expand your product expertise, and contribute to improving our overall support processes.
Responsibilities
- Intensive and comprehensive support of our customers’ support cases via phone, email, ticket system
- Increasing and maintaining customer satisfaction
- Maintenance of our knowledge base and documentation
- Close collaboration with the development team
- Independently testing and reproducing reported issues for problem analysis
- Continuous expansion of your know-how across the entire myfactory product portfolio and related technical contexts
Skills, Knowledge & Expertise
- Strong understanding of business processes and workflows in SMEs
- Completed vocational training or university degree, ideally with further education in business administration
- Understanding of business applications and ERP solutions
- Strong interest in IT and technology
- Strong Skills in at least two of the following areas: Webshops like Magento / Shopware, Interfaces SOAP / REST API, SQL Server / Statements, MS365 E-Mail / Azure Know-how, POS systems
- Strong communication and teamwork skills
- Reliable personality with high commitment
- Customer-oriented work approach and the ambition to always provide excellent service
This role follows Forterro’s hybrid working model. Employees are expected to work from the office during onboarding and follow the local hybrid policy thereafter
About
Forterro is a federation of ERP software and services companies serving small to mid market companies around the globe, with offices in UK, Germany, Sweden, Switzerland, France, Poland, Bulgaria, India, Morocco and USA. At Forterro, we invest in and help to fortify both local and niche ERP software businesses.Our product line businesses are local, not localized and vertical, not verticalized.
Skills Required
- Completed vocational training or university degree
- Understanding of business processes and workflows in SMEs
- Understanding of business applications and ERP solutions (myfactory)
- Strong skills in at least two of: Magento, Shopware, SOAP, REST API, SQL Server/SQL, Microsoft 365/Azure, POS systems
- Experience supporting customers via phone, email, and ticketing systems
- Strong communication and teamwork skills
- Customer-oriented work approach and strong commitment to service quality
- Strong interest in IT and technology
- Further education in business administration
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The Company
What We Do
Founded in 2012, Forterro has grown to become a category leader software solutions for the industrial market – with strongholds in Europe’s top production economies, as well as regional service hubs and development centres around the world. From more than 40 office locations, our 1,600+ employees provide and support software for more than 13,000 industrial businesses. Our products are deeply rooted in the demands of their local geography. And each is designed to strengthen and accelerate our customers’ ability to operate efficiently and compete effectively.
