Technical Customer Support Specialist

vor 2 Wochen

Innsbruck, Österreich Cropster GmbH Vollzeit

About the role

At Cropster, we are building market-leading Software as a Service (SaaS) solutions to empower businesses throughout the coffee supply chain. Thousands of customers all over the world from farm to cup use our software products to make better coffee.

In the role of a Technical Customer Support Specialist (f/m/d), you will help Cropster to connect and integrate our roast profiler solution with various Roast Machine Manufacturers (RMMs) around the world and thus help to increase our customer reach. With this role, we aim to grow the number of integrations that we have and advance those that exist.

Before releasing any new integration with an RMM, it needs to be thoroughly tested by beta testers in order to ensure that the integration meets our customers' expectations of a top-quality product. In your role you will efficiently manage multiple beta programs in parallel, collaborating with Product Management, Engineering, and Sales.

The preferred locations for this role are Innsbruck or Vienna.

What you'll do
- Oversee and maintain various beta programs for roast machine integrations, including reaching out to beta testers to request feedback and assisting with any queries they may have
- Log and process feedback for internal stakeholders, such as Product Management and Engineering
- Support our beta testers in setting up the integration (if necessary via TeamViewer)
- Take end-to-end ownership of technical issues raised by beta testers, including initial troubleshooting, and identification of the root cause up to issue resolution
- Write and maintain manuals that guide customers through the setup process
- Provide internal stakeholders with status updates on open beta programs and facilitate access to up-to-date technical information about integrations via the knowledge base, which is vital for customer-oriented release communication
- Source technical information, from machine manufacturers, on how to integrate roast machine data with our software
- Improve and maintain a central knowledge base, on all machines and integrations we have, that can be used by other departments
- Be the “go-to person” for any RMM-related questions from internal and external stakeholders, provide guidance for the multiple edge cases encountered, and decide about the best way forward for non-standard cases
- Liaise with various departments to achieve this ambitious mission and best serve our customers

We are looking for someone with
- Basic knowledge in computer networks and communication protocols (Modbus RTU, ASCII, TCP, UDP, Siemens S7)
- Ability to explain technical details in a simple and understandable way
- Strong focus on our customers’s practical needs
- A proven hands-on mindset and problem solver mentality
- The attitude to work in a dynamic and fast paced environment
- A strong command of written and spoken English

That said, we’d be particularly delighted to hire someone with
- Experience with technical support, quality assurance, development or technical account management
- Specialty Coffee industry experience or a strong passion for the industry
- Additional languages (humane and machine)

What you can expect

The salary range for this position is € 42K to € 49K gross/year\_\_ and we look at factors like your experience and individual qualifications to determine our offer, which includes benefits like an educational and wellness budget, remote work possibilities and working from home, flexible working hours, paid time for volunteer work, an endless stream of really great coffee, and much more. We also make our best possible offer upfront—no games.

We thrive on high commitment and a strong culture of collaboration to achieve our revolutionary mission of a sustainable coffee supply chain. If you want to have a significant impact and work with people who care, Cropster is the right place for you.

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