Technical Support Account Manager

Passion for Problem-Solving
Are passionate about solving technical issues and ensuring customer satisfaction.

Customer-Centered Approach
Have a customer-focused mindset and enjoy investigating and resolving problems.

Effective Communication & Collaboration
Can effectively communicate and collaborate with customers and technical teams.

Organizational Skills
Are highly organized and able to manage and prioritize multiple support requests.

Adaptability & Drive
Are eager to work in a fast-paced, dynamic environment supporting innovative technology.

A World-Class Team
World class cybersecurity expert team in Belgium, Germany, Hungary.

European Leader in Product Cybersecurity & Compliance
Being part of the leading European team and technology for product cybersecurity & compliance.

Remote or Office Flexibility
Opportunity to work remotely or from our awesome office in Budapest;

Start-Up Spirit, Streamlined Processes
A start-up atmosphere, but with stream-lined processes (not overcontrolled ones).

Flat Hierarchies and Transparent Culture
Flat hierarchy and a transparent and open-minded culture;

Competitive Compensation & Top Equipment
Highly competitive compensation, state of the art equipment;

Collaboration Across Borders
‍Opportunity to meet your colleagues in person in Belgium/ Germany / Hungary.

Modern Communication
No emails, just Slack for our daily internal communication.

Client Support Contact
Act as the first point of contact for existing clients experiencing technical issues with the ONEKEY platform.

Technical Issue Diagnosis
Investigate and diagnose technical problems reported by customers, gathering all necessary details for resolution.

Problem Resolution & Escalation
‍Provide prompt and effective solutions to customer issues, escalating to the sales engineering or development team as needed.

Team Collaboration
Collaborate closely with the sales engineering and development team to ensure swift and accurate issue resolution.

Business Opportunity Identification
Identify customer feature requests as business opportunities and communicate them to the sales and sales engineering team.

Customer Communication
Maintain clear and professional communication with customers, keeping them updated on the status of their issues.

Issue Documentation
Document issues, resolutions, and recurring patterns in Jira Service Management.

Process Improvement
Proactively identify opportunities to improve the customer experience and the efficiency of the support process.

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Technical Support Experience
Previous experience in technical support or a similar customer-facing technical role.

Analytical & Problem-Solving Skills
Strong analytical and problem-solving skills.

Ticketing System Knowledge
Experience with a ticketing system; knowledge of Jira Service Management is a plus.

Language Proficiency
High level of written and oral English; German language is a bonus.

Technical Communication Skills
Ability to understand and explain technical concepts to customers with varying levels of expertise.