Job Description

Your role at MachIQ

We are looking for a rigorous and detail-oriented person with strong communication skills to join our team in Wroclaw. In this role, you will drive our users’ success through our solution and are responsible to assure that they derive maximum happiness and effectiveness with every evolution of our software. The ideal candidate for this role has previous experience in support and customer training.

Candidate will work closely with software developers and users to provide face-to-face/online training and first level support in web-based applications and software to our clients.

First level support tasks include, but are not limited to, attending Client calls remotely, guiding users in their queries using video call, relevant training, proposing customizations in the software, documenting client change-requests. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Candidate will also be involved in software testing, to enable him/her/them to quickly learn and vet the software modules.

Requirements

Perform user training and knowledge transfer during onboarding projects and create/update training documentation as necessary

Develop training contents, as necessary, with relevant IT knowledge

Develop training materials like Trainee Feedback, FAQs, Dos and Donts, user guides, what’s new

Schedule and deliver webinars highlighting new features and demonstrate how best they must be used

Support user enquires on the use of software via phone / email / video call / remote assistance as needed and in a timely manner

Able to answer user questions

Need to help in software configuration, troubleshooting, and provide software support to the users by working along with software development team. 

Diagnose and resolve basic technical issues. 

Document all support issues in support log and maintain various records and a knowledgebase from the support calls received and answered. 

Ensure fast response and improved user experience to the software users and ensure proper follow-up on user issues. 

Contribute ideas on ways to resolve problems to better serve the users and / or improve productivity.

Update clients on powerful features and new additions to the software, the latest promotion, discounts and campaigns etc. about the product and services. 

Represent MachIQ in a professional and courteous manner (verbal, written and in appearance) when interacting with clients. 

Maintaining good client relationships. 

Learn and understand all process flows created within the software. 

Maintains updates to documentation of all user reference material on process flows.

Required profile

  • Mandatory: Fluent in English and German
  • The position is based in  Wroclaw
  • You have a minimum of 2 years’ experience in Training and Support either in a full-time role or as a “Work Student”/Apprentice
  • General knowledge of computer systems, software, website browsers, and web-based applications
  • Excellent written and verbal communication, effectively communicating issues and resolutions
  • Ability to self-manage and work both independently and collaboratively with great team spirit
  • Excellent analytical and organizational skills, rigorous mindset
  • Experience with agile methods is a plus.

How to apply

  • Please submit your application in English and German at joinus@machiq.com

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