Customer Support Representative (m/f) - Cologne, Northrhine Westfalia

This is a fantastic opportunity for an experienced Customer Support professional (m/f) to join a company at the forefront of the CMS sector as a Customer Support Representative (m/f). The position is based in Cologne, Northrhine Westfalia.

Your Responsibilities:

Based in our Cologne office, the Customer Support Representative will work to support German & English-speaking customers and consult them on our eZ Personalization solution for Publishers and E-Commerce.

This will require regular coordination and information exchange with other internal stakeholders within the distributed Support organization, and locally help ensure success with Sales & Professional Services organization.


Essential Tasks: 

  • Receive, qualify support requests from customers, answer frequently asked questions
  • Identify leads relevant for Sales, and product feature request to Product team
  • Take ownership of being the domain expert, within Support & locally with Sales team
  • Investigate problems suspected being caused by product defects
  • Assist on plugin installation, activation, and workarounds / customizations needs
  • Proactively responding to customers, offering advice, and preventative maintenance
  • Routinely perform performance monitoring of key customers, detect inactive accounts
  • Providing occasional technical assistance to sales team
  • Optional: Participate in meetups, present on topics from own experiences
  • Perform other duties as defined by the Line Manager

Your Profile:

  • Minimum 2-3 years’ experience caring for customers and their technical issues
  • Experience with Personalization/Recommendation and/or E-Commerce systems preferred
  • Basic knowledge on Magento, Oxid, Plentymarkets, Shopware or similar is an advantage
  • Bachelor’s degree in Computer Science or similar preferred
  • Fluent German, good English language skills
  • Organized, able to keep track of several parallel tasks, including ability to balance constantly changing priorities vs need to focus
  • Highly proficient in analytical and problem-solving skills with attention to details
  • Understanding of customer’s issue and demonstrating real concern
  • Ability to collaborate with technical staff and end users
  • Excellent written and verbal communication skills
  • Focus on quality while working under time pressure
  • Ease of working in an international environment
  • Proactive, self-disciplined and highly motivated with well-organized work style


The Package and Opportunity:

Salary competitive per annum + Bonus OTE + excellent benefits

Genuine growth/progression

Take over the challenge to work within an international, innovative and open-minded environment with flat hierarchies and dynamical colleagues.

Interested? Then we look forward to receiving your completed application in English with information on your starting date and your salary expectations via email to our VP Human Resources: