Technical Support Engineer

JOB TITLE: Technical Support Engineer

About the Role

Packsize is seeking a motivated and customer-focused Technical Support Engineer to join our growing team. In this role, you will be instrumental in providing exceptional technical assistance to our customers, ensuring they have a seamless experience with our innovative packaging solutions. You will troubleshoot issues, guide users, and contribute to the overall success of our customer support operations.

Responsibilities

• Provide first-line technical support to customers via phone, email, and chat.
• Troubleshoot and resolve hardware, software, and network issues related to Packsize machines and software.
• Guide customers through setup, operation, and maintenance procedures.
• Document customer interactions, issues, and resolutions in our CRM system.
• Escalate complex issues to senior support engineers or relevant departments.
• Contribute to the creation and maintenance of knowledge base articles and FAQs.
• Identify trends in customer issues and provide feedback to product development and engineering teams.
• Ensure customer satisfaction by delivering timely and effective solutions.

Requirements

• Proven experience in a technical support or customer service role.
• Strong understanding of hardware, software, and network troubleshooting.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency in using CRM and ticketing systems.
• Ability to work independently and as part of a team.
• Fluency in English is required; German language skills are a strong asset.
• Experience with industrial machinery or manufacturing environments is a plus.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with cutting-edge technology in the packaging industry.
• Professional development and growth opportunities.