Level 2 Support Specialist

🕒 il y a 1 mois

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Configurer une alerte email pour les nouveaux emplois

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

Phorest Software

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2003

💼 Conseil

📣 Marketing

🏥 Santé

💰 €12 000 000 Debt Financing - Phorest en 2022-03

Consulting • Marketing • Healthcare

Phorest Software est une société spécialisée dans le développement et la fourniture d'une plateforme cloud pour soutenir les salons et entreprises de l'industrie de la beauté. Fondée en 2002, Phorest propose des outils de gestion de salon incluant les réservations, les paiements (PhorestPay), la gestion des clients, le marketing et l'analyse, desservant des milliers de clients de salons à travers le monde tout en mettant l'accent sur la communauté, la durabilité et la culture d'entreprise. L'entreprise fonctionne en tant que fournisseur SaaS B2B avec une équipe distribuée et axée sur la croissance comptant plus de 400 employés.

Description

• Responsibility for all communication and coordination during technical escalations – from capture to resolution. • Initiate and manage escalations between L2 and L3 according to internal processes. • Validate priority and impact to ensure correct triage. • Ensure SLA compliance and track escalation progress. • Independently handle critical incidents affecting software usability, including structured communication with customers and internal teams. • Support data migrations, particularly product and customer data imports via SQL databases. • Handle API-related requests and data exports. • Participate in customer calls on technical issues, especially for key accounts. • Assist other support levels as needed (e.g., temporary work in L1 support). • Guide new colleagues during onboarding and coach L1 Support Specialists to reduce recurring escalations. • Contribute to quality assurance and the improvement of our knowledge base. • Actively participate in optimizing existing support workflows and developing new processes.

🎯 Exigences

• Completed vocational training or degree in a technical, IT, or business field, or equivalent professional experience • At least 3 years of experience in technical customer support or data migration, ideally in a SaaS environment • Solid SQL skills and advanced Excel knowledge • Experience with API integrations and data queries • Strong troubleshooting skills and structured problem analysis • Resilience, flexibility, and confident demeanor in dynamic situations • High customer orientation, reliability, and sense of responsibility • Precise, analytical, and solution-oriented working style • Excellent German and English language skills, both spoken and written • Experience in the beauty or hairdressing industry is a plus

🏖️ Avantages

• 28 days of vacation + 2 wellness days • Buddy program – an experienced Phorest colleague from our Irish headquarters will support you remotely • We subsidize your Urban Sports membership • An international, open-minded team full of drive and a shared goal: to provide the best service in the world • This is not just a job but a career opportunity. Our goal is to capture 25% of the global market — one million salons. That means many advancement opportunities for you as well