1st Line Customer Support Engineer (m/f/d)

1st Line Customer Support Engineer

The resource will provide support to customers in using our software packages dedicated to the design and production of windows, doors, and facades. The activity involves in-depth analysis of requests received via phone or email, with the aim of developing adequate and personalized solutions based on the operational needs of customers. The position contributes significantly to the degree of customer satisfaction, ensuring efficient management of requests and adherence to agreed service commitments.

Responsibilities

Customer Support

• The resource represents the first point of contact for all issues related to our software packages for windows and doors.
• It is responsible for the professional and timely management of requests received via email, Zendesk, or phone, ensuring clear and resolution-oriented dialogue.
• After identifying the nature of the problem, it guides the user through the necessary steps to resolve it effectively.

Problem Diagnosis and Resolution

• The activity includes detailed analysis of received reports, with the evaluation of the most appropriate path for their resolution.
• If a problem cannot be resolved at the first level, the resource provides it to the Second Level team for further technical in-depth analysis, ensuring continuity and traceability of the process.

Ticket Management and Documentation

• Every interaction with the customer is recorded in the ticketing system, including updates, operational notes, and actions taken.
• The resource constantly monitors the status of open tickets, ensuring regular progress and transparent communication until complete resolution.

User Support and Guidance

• The role involves supporting customers in operational activities such as software installation, license updates, or basic configurations.
• It also provides advice on the optimal use of our software packages, contributing to improving the user experience and autonomy.

Competence, Knowledge, and Requirements

• Solid professional experience in the field of calculation, design, and/or production in the window sector.
• Sharp analytical skills, useful for identifying, diagnosing, and resolving technical problems in a structured manner.
• Excellent communication skills, fundamental for effective collaboration with colleagues and for professional interaction with customers.
• Attitude towards autonomous work, with a sense of responsibility and ability to manage priorities.
• Familiarity with technical software and complex digital environments.
• Excellent command of written English, will be considered an essential requirement.

About Forterro

Founded in 2012, Forterro has grown to become a category leader in industrial software – with strongholds in Europe's top production economies, as well as regional service hubs and development centers around the world. From more than 40 office locations, our 2,500+ employees provide and support software for more than 13,000 industrial businesses. Our products are deeply rooted in the demands of their local geography. And each is designed to strengthen and accelerate our customers' ability to operate efficiently and compete effectively.

Our Hiring Process

Stage 1: Applied

Stage 2: Peer Interview

Stage 3: Technical Assessment

Stage 4: Functional Interview

Stage 5: Offer

Stage 6: Hired

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