Customer Success Agent
Instaffo
Job Overview
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Job Description
About HK Consulting GmbH
At HK Consulting GmbH, we believe in unlocking the full potential of a paperless data world. Founded in 2000, we specialize in future-proofing business communication through tailor-made Enterprise Content Management (ECM) solutions. Beyond simple document management, we focus on driving restructuring, boosting productivity, and increasing transparency for our clients.
We are dedicated to providing comprehensive support throughout the digital transformation journey, from initial software implementation to ongoing adaptations, enhancements, and immediate technical assistance. Our commitment to holistic problem-solving and long-standing client relationships, many spanning over a decade, underscore our expertise and reliability.
Role Overview: Customer Success Agent
As a Customer Success Agent at HK Consulting GmbH, your primary focus will be providing 1st and 2nd Level Support for our proprietary ECM software, Doxis IIC. You will be the initial point of contact for helpdesk inquiries, coordinating effective solutions in close collaboration with our Project Success Teams.
This role offers a dynamic environment with varied tasks across different ECM software modules and industry-agnostic projects. You will contribute to the continuous development of our ECM software, including exciting advancements like AI integrations, all within a supportive and collaborative team setting.
Key Responsibilities
- Act as the first point of contact for helpdesk inquiries, coordinating solution finding with Project Success Teams.
- Receive, analyze, process, and document technical inquiries using our ticketing system.
- Provide 1st and 2nd Level Support primarily for Doxis IIC ECM software.
- Support surrounding systems such as Active Directory, Microsoft 365, Firewall, and DHCP as needed.
- Implement Managed Services to ensure the smooth operation of customer solutions.
- Engage with diverse ECM-software modules and industry-independent projects.
- Actively contribute to a positive customer experience through service-oriented work.
Requirements
- Residency: Only for applicants from Germany.
- Language: Fluent German proficiency (written and spoken).
- Demonstrated ability to positively influence customer satisfaction through service-oriented work.
- Completed IT education, comparable qualification, or career changers with several years of Customer Success experience.
- Professional experience in Customer Success, technical support, or a similar customer-focused role.
- Enjoy structured work and proficient use of ticketing systems is desirable.
- Basic understanding of business processes and their digital representation is an advantage.
- Enthusiasm for IT and motivation to learn new systems.
- Appreciates team collaboration and actively contributes.
- Strong communication skills and customer orientation.
Key skills/competency
- Customer Success
- Technical Support
- ECM Software
- Doxis IIC
- Ticketsysteme
- Microsoft 365
- Active Directory
- Firewall
- DHCP
- Client Communication
How to Get Hired at Instaffo
- Research HK Consulting's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor to understand their commitment to digital transformation and client relationships.
- Tailor your resume for customer success: Customize your application to highlight experience with ECM software, technical support, ticketing systems, and fluent German language skills, aligning with the Customer Success Agent role at HK Consulting.
- Showcase your problem-solving skills: Prepare to discuss specific examples where you've analyzed technical inquiries, coordinated solutions, and positively impacted customer satisfaction in past customer-facing roles.
- Demonstrate IT enthusiasm: Be ready to articulate your passion for IT and your motivation to quickly learn and master new systems like Doxis IIC, showcasing your proactive learning approach for HK Consulting.
- Highlight collaboration and communication: During interviews, emphasize your ability to work effectively within a team, communicate clearly with customers and colleagues, and contribute constructively to a supportive work environment.
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