Alumil is looking for a dedicated Customer Support Engineer to enhance our customer service and support development for our wide range of architectural aluminum systems.
About the Role
As a Customer Support Engineer, you are an essential member of the Digital Business Services team and you play a crucial part in delivering outstanding support to our customers and users, ensuring they have a seamless experience with our software solution, AlumilCAL.
As the main liaison for company's customers and users, you will be instrumental in providing exceptional support. You'll expertly tackle technical questions, showcase our product features, and effectively resolve any challenges they encounter with our aluminum systems.
In this role you'll have the opportunity to delve into customers/users needs and guide them through our company's software (AlumilCAL). You'll also be responsible for documenting their feedback and maintaining effective communication. This position is crucial in fostering positive relationships and maintaining Alumil's commitment to exceptional customer service.
Key Responsibilities
- Provide high-level technical support to customers/users of AlumiCAL regarding the installation, application, and use of Alumil products.
- Handle customer inquiries and troubleshoot issues related to company's software.
- Document technical queries and customer feedback to help improve software's quality and service.
- Prepare technical documentation, including manuals, user guides, and training materials.
- Conduct training sessions and workshops for customers and internal teams on AlumiCAL.
- Follow up with customers to ensure prompt resolution and satisfaction after support is provided.
- Develop presentations and various visual materials to effectively communicate the features and advantages of AlumiCAL.
- Empower and guide both new and current team members (in Greece and Subsidiaries) in mastering AlumiCAL.
- Participate as a trainer in Alumil Academy's training seminars on issues related to the use of AlumiCAL.
- Manage the licensing of the software and conduct installations on new computers for both colleagues and clients.
- Contribute to the visibility of AlumiCAL by developing engaging educational and informative resources.
- Engage in direct and ongoing communication with the code development company (Orgadata) regarding support issues that necessitate additional intervention.
- Bachelor's degree or a diploma from a technical institute in Engineering, Mechanical, Civil, or a related discipline.
- Prior experience in customer support or technical support roles, preferably in the construction or manufacturing industry.
- Proficient in using MS Office and CRM tools.
- Proficient in technology with extensive knowledge of AUTOCAD or other CAD software.
- Ability to explain intricate technical concepts to a non-technical audience.
- Strong analytical and problem-solving skills.
- Customer-oriented mindset with a passion for service excellence.
- Willingness to travel occasionally to visit customers or attend industry events.
- Team player with strong interpersonal skills.
- Excellent verbal and written communication skills in English.
- Knowledge of a second foreign language is desirable (German, French, Russian, Serbian, Bulgarian, Romanian, Turkish).
- Provision of private life & health insurance
- Continuous learning and support
- Excellent working environment
- Customized training plan
- Role specific benefits
