Support Hub Service Manager
much. Consulting · Lisbon, Lisbon, Portugal
- On site
- Full-time
- €35,000 / year
- Lisbon, Lisbon, Portugal
Job highlights
- Manage client tickets and technical issues.
- Translate client needs to development teams.
- Troubleshoot ERP incidents independently.
- Collaborate with internal experts for solutions.
- Shape company processes and contribute ideas.
About the role
Technical Support Specialist
Welcome to much. Consulting! We are a fast-growing international consultancy focused on business IT & ERP systems, providing perfect solutions for customers across diverse industries. You seek a professional, ambitious work environment, but without the usual rigid structures and outdated hierarchies? Look no further!
We are looking for a tech-savvy Technical Support Specialist to join our dedicated Support Hub team. If you love diving into technical puzzles, resolving product tickets and ensuring clients get the absolute most out of their subscriptions, this is your stage.
Tasks
- Be part of our Support hub and help the development of the department
- Act as the crucial translator between our clients and our operational/development teams to ensure complex technical issues are addressed efficiently.
- Monitor, screen and distribute customer tickets and internal processes
- Troubleshoot client ERP incidents, solve smaller ones yourself and escalate more complex situations to the correct team
- As a generalist for a variety of topics, you are equipped with broad knowledge to answer a variety of customer inquiries
- Collaborate with our development team and functional experts to provide optimal solutions
Requirements
- A background in IT, a technical degree, or equivalent hands-on technical experience. You naturally understand software ecosystems and digitalization
- At least 2 years of experience in technical customer success, IT support, or technical account management
- Prior knowledge of specific ERP or business IT products is a strong plus
- Excellent written and verbal communication skills
- Fast-learning and analytical mindset is mandatory
- Fluent in English (C2) and another European language
Benefits
- Real impact: with us, nothing is set in stone - you are free to shape company processes and contribute your own ideas
- Innovative work culture: look forward to short, flexible decision-making paths and lean processes
- Flexible working: We value results over hours — structure your work around your life
- Competitive salary: you will receive an expected total compensation range between €30.000 and €40.000 / year
- Plenty of additional benefits: annual bonus, top insurance, self-learning budget, state-of-the-art equipment - we value our employees & do our best to show it
Ready to shape the future of IT consulting with us? Apply now and let’s build something great together!
much. Consulting is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Key skills/competency
- Technical Support Specialist
- IT Support
- Customer Success
- ERP Systems
- Client Communication
- Problem-Solving
- Technical Troubleshooting
- Software Ecosystems
- Digitalization
- Team Collaboration
Skills & topics
- Technical Support Specialist
- IT Support
- Customer Success
- ERP
- Client Relations
- Technical Troubleshooting
- Problem Solving
- Software Support
- Digitalization
- Business IT
How to get hired
- Customize your resume: Highlight your IT support, ERP, and client-facing experience.
- Showcase technical skills: Emphasize your analytical mindset and problem-solving abilities.
- Demonstrate language fluency: Clearly state your English (C2) and other European language proficiency.
- Express cultural fit: Convey your desire for an innovative, flexible work environment at much. Consulting.
- Prepare for interviews: Be ready to discuss technical challenges and client interactions.
Technical preparation
Familiarize yourself with ERP systems.,Practice troubleshooting common software issues.,Understand client-server architecture basics.,Review ITIL best practices for support.
Behavioral questions
Describe a complex technical issue you resolved.,How do you handle client frustration?,Tell me about a time you collaborated with a dev team.,How do you prioritize multiple support tickets?
Frequently asked questions
- What are the typical career growth opportunities for a Technical Support Specialist at much. Consulting?
- As a Technical Support Specialist at much. Consulting, you have opportunities to grow within the Support Hub, potentially moving into leadership roles or specializing in specific ERP systems. Your contributions to shaping company processes can also open doors to broader operational or development roles within our fast-growing international consultancy.
- What kind of technical challenges can I expect as a Technical Support Specialist at much. Consulting?
- You'll encounter a range of technical challenges, from troubleshooting client ERP incidents to acting as a liaison between clients and our development teams for complex issues. Your role involves a broad knowledge base to address diverse customer inquiries and contribute to solutions for digitalization and software ecosystems.
- How does much. Consulting support employee development and learning in this role?
- much. Consulting offers a self-learning budget and provides state-of-the-art equipment to support your professional growth. We encourage employees to contribute their ideas and shape company processes, fostering an environment where continuous learning and development are valued.
- Is there an opportunity to work with different industries at much. Consulting?
- Yes, much. Consulting serves customers across diverse industries. As a Technical Support Specialist, you'll gain experience with various business IT & ERP systems, providing you with broad exposure to different industry needs and solutions.
- What is the work environment like at much. Consulting for a Technical Support Specialist?
- The work environment at much. Consulting is described as professional and ambitious, yet free from rigid structures and outdated hierarchies. We foster an innovative work culture with short, flexible decision-making paths and lean processes, emphasizing results over hours.
- How does much. Consulting handle the escalation of complex technical issues for the Technical Support Specialist?
- As a Technical Support Specialist, you will troubleshoot client ERP incidents, solve smaller issues yourself, and escalate more complex situations to the appropriate internal team. You will act as a crucial translator, ensuring efficient communication between clients and our operational/development teams.
- What are the language requirements for the Technical Support Specialist role at much. Consulting?