Do you enjoy working with intelligent customers and colleagues? Are you interested in solving real-world problems? Do you believe that success comes from a deep understanding of user needs and customer success? If so, we would like to meet you.
Here is what company offers in a nutshell:
- Collaboration with many different teams
- Opportunity to influence the improvement of our software
- Independence to structure your work
- Opportunity to enhance existing processes
- Very competitive salary
- Relocation support and visa sponsorship
- Fluency in English, German is a plus
- Attentiveness and detail-orientation
- Experience with Windows architecture is a plus
- Highly self-motivated
- All fields of study welcome
We are a fast-paced software company in Berlin, Germany, with a focus on developing graphics products that stand out from the crowd. More than 1,000,000 users world-wide on our software for their daily business as it makes creating graphical presentations so much easier, faster and more enjoyable. Among our customers are many renowned consulting companies and large international corporations.
We do not have to make compromises with regard to code quality and beauty, because company is profitable and has no outside investors. We are willing to go the extra mile of developing sophisticated algorithms and refining our user interface, and we are proud of our many happy customers. The fact that the company is owned and managed by seasoned computer scientists certainly contributes to a working environment that makes exceptional developers come and stay.
About our support
Since 2002, think-cell produces graphics software that performs most of the painstaking work of creating data-driven slides for professional Excel and PowerPoint users. From a business perspective, the key to think-cell's success is a unique solution to a pressing business problem. Our customers and users are influential professionals who are extremely satisfied with our software and help spread it by word of mouth.
We take great pride in our software, and have an excellent reputation for our technical support. Independently, you handle problems from the receipt of a support ticket to its analysis, tracing problems all the way to their resolution in development.
About the job
When you receive a ticket, our customer should get timely and reliable feedback, usually within a few hours, either with the solution or a suggestion for further troubleshooting. When a phone call or a remote support session is needed, you will quickly realize that our customers are busy people, and that you must use your time well. Ask the right questions, be perceptive of the little things, and use the right tools to find the unusual configuration, the virus, the third party tool, the particular file or action that is causing trouble.
Once you have found the problem and talked it through with one of the developers, we will make sure that this same problem does not bother you again. If it is in our code, we will fix it, no questions asked. If the bug is in third party code, you will contact the vendor and convince them to fix it. Quite often they do, even the big names. If they don't, you write a knowledge base article, which is searchable on our web site. 90% of your time you will spend on problems that you have never seen before, which will keep up the challenge.
Besides working on tickets, you will evaluate new tools that may help you in your work, or even write them yourself or work with one of our developers. We at think-cell have our own automatic error reporting framework and ship a diagnostic tool, both of which are constantly being improved – soon, perhaps, by you.
The qualities we are looking for are similar to those of a software developer, with the same strong problem-solving abilities, but a bit less emphasis on algorithmic skills and in return more emphasis on organizational and communication skills. Experience with the Windows architecture is a plus. If you have analyzed a minidump before, even better. Since you will be managing our many international customers in addition to our German customers, this position requires that you are fluent in English, German would be a plus.
Apply for the position (please make sure your CV/Profile contains contact information)