About Company
Join Career.zycto, a forward-thinking organization where problem-solving meets innovation. We empower our diverse team to drive technological advancement and deliver exceptional service. For a Software Support Analyst, Career.zycto offers a stimulating environment to hone your technical skills, collaborate with seasoned professionals, and directly impact client satisfaction. We value precision, proactive solutions, and continuous learning, ensuring you’ll thrive in a role where your analytical prowess and customer focus are truly celebrated. Grow your career with a company dedicated to your success and professional development in a supportive culture.
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Job Description
Are you a problem-solver with a passion for technology and a dedication to client success? Career.zycto is seeking a skilled and enthusiastic Software Support Analyst to join our dynamic team in Mannheim. In this crucial role, you will be the first point of contact for our valued clients, providing expert technical assistance and ensuring the smooth operation of our cutting-edge software solutions.
As a Software Support Analyst, you will be instrumental in diagnosing, troubleshooting, and resolving complex technical issues across our diverse product suite. Your day will involve engaging with users from various industries, understanding their challenges, and guiding them through effective solutions. This isn’t just about fixing bugs; it’s about building relationships, understanding user workflows, and contributing to a superior customer experience. You will meticulously document all reported issues, resolutions, and steps taken, contributing to a comprehensive knowledge base that empowers both our team and our clients.
We are looking for someone who thrives in a fast-paced environment, possesses strong analytical capabilities, and can communicate technical information clearly to both technical and non-technical audiences. You will collaborate closely with our development and quality assurance teams, providing valuable feedback from the user perspective to drive continuous product improvement. This role offers an excellent opportunity to expand your technical expertise, delve into various software architectures, and become a subject matter expert in our innovative products. If you are eager to make a tangible impact, contribute to a supportive team culture, and grow your career in a company committed to technological excellence, then Career.zycto is the place for you.
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Key Responsibilities
- Provide first and second-level technical support for proprietary software applications via phone, email, and chat.
- Diagnose, troubleshoot, and resolve software issues, identifying root causes and implementing effective solutions.
- Escalate complex problems to senior support engineers or development teams, ensuring clear communication and timely follow-up.
- Document technical solutions, procedures, FAQs, and common issues to enhance our internal knowledge base and client self-service options.
- Perform routine system checks, monitor software performance, and ensure operational health.
- Assist in user training and onboarding for new software features and updates, creating user guides and tutorials.
- Communicate effectively and empathetically with clients, providing timely updates and managing expectations.
- Contribute to the continuous improvement of support processes, tools, and overall client satisfaction strategies.
- Collaborate with product and engineering teams to provide user feedback and identify areas for product enhancement.
Required Skills
- Proven experience in troubleshooting and supporting software applications.
- Strong analytical and problem-solving skills with meticulous attention to detail.
- Excellent written and verbal communication skills in both English and German (C1/C2 level).
- Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce Service Cloud).
- Basic understanding of SQL databases and ability to write simple queries.
- Ability to work independently, manage multiple priorities, and collaborate effectively within a team.
- Customer-centric approach with a strong focus on user satisfaction and service delivery.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Experience with cloud platforms (e.g., AWS, Azure, GCP) or SaaS environments.
- Knowledge of scripting languages (e.g., Python, PowerShell) for automation tasks.
- Familiarity with ITIL frameworks or other service management best practices.
- Previous experience in a fast-paced software company or a similar technical support role.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance package.
- Generous paid time off, including vacation and sick leave.
- Opportunities for professional development, certifications, and continuous learning.
- Modern, ergonomic office environment in central Mannheim with excellent transport links.
- Company-sponsored team events, social gatherings, and employee appreciation initiatives.
- Subsidized public transport ticket (Job-Ticket) or parking options.
- Employee assistance program for personal and professional support.
- Complimentary fresh fruits, snacks, and beverages in the office.
How to Apply
Eager to make an impact? We encourage all qualified applicants to apply directly through the link provided below. Please ensure your resume highlights your relevant experience and passion for software support. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
