- Technical analysis and processing of requests from all customer segments.
- Responding to issues, requests and inquiries via self-service cases, live chat, phone, and video.
- Identify & organise cases according to priority and escalate cases to engineers when necessary.
- Make suggestions and help improve internal documentation and knowledge-based content.
- Collaborate with customers to deliver a superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
- 5+ years’ experience in SaaS product support - Platinum/Gold support experience a plus.
- English fluency is mandatory for this role. German is considered an advantage.
Strong analytical, organizational, written, and verbal communication skills. - Broad spectrum of basic technical knowledge in the areas of databases, programming, and network technology.
- Ability to easily familiarize yourself with complex software applications.
- SAP applications usage and SAP business processes knowledge is a plus.
- Approach problems in an analytical and solution-oriented manner.
- Proven track record in a strong customer facing support role.
- Previous experience with QA/automation testing tools is a plus, but not required.
Tricentis Core Values:
Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.
- Demonstrate Self-Awareness: Own your strengths and limitations.
- Finish What We Start: Do what we say we are going to do.
- Move Fast: Create momentum and efficiency.
- Run Towards Change: Challenge the status quo.
- Serve Our Customers & Communities: Create a positive experience with each interaction.
- Solve Problems Together: We win or lose as one team.
- Think Big & Believe: Set extraordinary goals and believe you can achieve them.
- Supportive and engaged leadership team
- Career path and professional and personal development
- Hybrid work environment (3 days in the office/week)
- Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice
- We’re a global company!
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What We Do
Tricentis is the global leader in enterprise continuous testing, widely credited for reinventing software testing for DevOps, cloud, and enterprise applications. The Tricentis AI-powered, continuous testing platform provides a new and fundamentally different way to perform software testing. An approach that’s totally automated, fully codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality. Tricentis has been widely recognized as the leader by all major industry analysts, including being named the leader in Gartner’s Magic Quadrant five years in a row. Tricentis has more than 1,800 customers, including the largest brands in the world, such as McKesson, Accenture, Nationwide Insurance, Allianz, Telstra, Moet-Hennessy-Louis Vuitton, and Vodafone.
