Customer Support Lead - Software (Supplyframe)

Job Description

About us

Siemens Digital Industries Software - Where today meets tomorrow.

Let's make the difference together!

Recently acquired by Siemens AG, Supplyframe is the leading Design-to-Source Intelligence platform for the global electronics value chain, with solutions that interpret billions of intent, demand, supply and risk signals to deliver insights through the design-to-market product lifecycle. A community of over 10 million engineering and supply chain professionals engage with our search, media, and SaaS solutions to optimize in excess of $120 billion in annual direct materials spend. Supplyframe is headquartered in Pasadena, California, with additional offices in Texas, United Kingdom, Serbia, France, and China.

For further growth in Europe Supplyframe extends the team in the D-A-CH region, offering to become part of the journey to accelerate the overall digital marketplace strategy of SIEMENS. As part of the Supplyframe family, you will enjoy some of the best perks of a tech start-up, along with the foundation and security of an established and thriving organization in the SIEMENS family. Join a dynamic team of talented, inspiring, and driven professionals, all working toward one goal — to help fuel the future of technology.

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About the role

Supplyframe is searching for a dynamic Software Customer Support Specialist to join our growing team. In this role you will help our growing user base leverage our products in their day-to-day business activities while providing guidance and leadership to peers and more junior colleagues. You will be the central point of contact for all customer interactions, responsible for maintaining client relationships and ensuring customer satisfaction. When you are not delighting customers, you’ll be focused on building and implementing business process improvements, reporting on team performance, and managing critical customer incidents to resolution. If you have strong customer service skills, prior experience implementing best-in-class customer support business processes, and a desire to solve problems we want you to join our team. This is a great role for anyone who enjoys being a part of a dynamic team.

  • Provide stellar support services to Supplyframe's growing client base through chat, email, phone, and screen share
  • Provide information/background/opinion in a consulting role to leadership, other internal organizations, and customers
  • Deliver presentations and trainings to customers pertaining to Supplyframe’s portfolio of products
  • Be the voice of the customer by documenting feedback and sharing insights with the Product and Engineering teams
  • Interact with team members across departments to research and resolve customer issues
  • Troubleshoot product issues and escalate bugs to help drive quick resolution
  • Contribute to the design and testing of new software during the development cycle
Skills and Experience
  • College degree in computer science, engineering, or equivalent technical discipline
  • Three (3) to five (5) years of experience in a technical support role or SaaS customer support role providing 24x5 or 24x7 support
  • Business language proficiency in English and either German, French, or both
  • Prior experience demonstrating leadership skills with aspirations to lead a small team
  • Excellent communication skills, both written and verbal
  • Ability to communicate complex technical concepts clearly and effectively
  • Professional and courteous attitude
  • Natural problem solver and passionate about helping others
  • Team-oriented work style
  • Self-motivated and willing to tackle problems on your own
  • Have the organizational skills required for working on many different things at once
  • Experience using MS Excel, MS Word, MS Powerpoint, or equivalent products
Desirable experience
  • Have prior B2B or SaaS support experience
  • Have prior experience using and running reports in Zendesk, ServiceCloud, ServiceNow, or similar ticket tracking software
Working Conditions / Physical Requirements:
  • We can support remote working across Germany
  • Opportunity to join a SaaS start-up environment and have a voice in shaping the direction, growth, and velocity of our SaaS effort
Working at Siemens Software

Why us?

Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

At Siemens, we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow‘s reality.

Siemens Industry Software is an equal opportunities employer and does not discriminate unlawfully on the grounds of age, disability, gender assignment, marriage, and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or trade union membership.

Siemens. Making real what matters

If you want to make a difference – make it with us!



Organization: Digital Industries

Company: Siemens Industry Software GmbH

Experience Level: Experienced Professional

Job Type: Full-time

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