Customer Support Representative

Company Description

Founded in 2021, Revalize empowers manufacturing businesses to better design, model, develop, and sell—powering greater outcomes across the entire manufacturing value chain. Revalize leads with an AI-forward mindset—using technology as a catalyst, not a compass. We’re shaping the future of manufacturing technology with industry-leading CPQ, PLM, and design solutions that transform data into opportunity and accelerate the journey from idea to cash.

Revalize serves more than 16,000 global customers and is a portfolio company of TA Associates and Hg.
 

Job Description

We are looking for a second-level Technical Customer Support Representative to provide superior software support to our clients based in Germany. 
 

Responsibilities: 
 

• Provide excellent customer service to Revalize customers and teammates through consistent and thoughtful behavior aligned with Revalize values 
• Provide support for incoming queries and issues related to the company’s proprietary software solution PRO.FILE
• Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved 
• Reproduce problems and create test cases in complex software setups 
• Adhere to established customer service and documentation standards 
• Solve and respond to support requests and escalate issues as required 
• Author, edit, and actively contribute to the improvement of knowledgebase articles, FAQs, and functional documentation related to Revalize proprietary software, processes, and procedures 
• Execute various support tasks, including for example, performing installations and setting up applications 

Qualifications

• Two (2) or more years experience in customer-facing technical support or related field 
• Previous professional experience working directly with complex software (database and/or web-based, object programming) customers to troubleshoot software issues 
• Previous experience providing application / technical support of SaaS applications; experience with one or more Revalize applications preferred 
• Language proficiency (spoken and written) in German and English required.   
• Analytical thinking skills to investigate and solve problems 
• Experience in dealing with customers and communicate in a professional way 

Preferred skills and abilities: 
 

• Experienced in creating AI prompts 
• Experience in use of 3D CAD systems strongly preferred 
• Working knowledge of Salesforce and Atlassian Suite preferred 
• Thorough understanding of networking topologies & protocols preferred 
• Mac, iOS, and Android knowledge/experience preferred 
• Bachelor's Degree or equivalent preferred 
• Ability to excel in a high-paced ever-changing environment 

Additional Information

All your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30-minute online assessment as a part of your application. 

Revalize designates standard working hours as 8:00 am to 5:00 pm Eastern Time (ET) for employees based in the United States and 08:00 to 17:00 Central European Time (CET) for employees operating within the EMEA region.

Qualified applicants will be asked to complete a 30 minute online pre-employment assessment as part of the recruitment process.