Customer Support Manager (m/w/d)

About us

VusionGroup empowers retailers to turn their physical stores into powerful digital assets, more automated, data-driven, AI enabled and connected, by leveraging our IoT Cloud technology.

At VusionGroup, our business plan sets out ambitious, company-wide goals; we see growth as a challenge and innovation as a core component of our development strategy and our rapid international expansion. As a result, all our employees are given responsibility quickly and their careers progress in line with changes in the Group.

Joining VusionGroup means working for the world’s leading supplier of electronic shelf labels for large-scale retailers and helping to build the history of our trailblazing business. It means believing in the business plan and sharing the ambitions of a fast-changing, internationally-focused company. Thanks to the talent and the dedication of our multidisciplinary, multicultural teams, VusionGroup is enjoying unrivaled growth. We are entrepreneurs: VusionGroup is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower.

Responsibilities

Collaboration with customers and partners to identify and resolve potential issues; Independent handling of support tickets and coordination of fixes with 3rd level support; Responding to inquiries via phone, Email, and ticketing tool; Support with the installation and configuration of the VusionGroup solution; Troubleshooting system, network, and software issues; Targeted follow-up and analysis of inquiries; Process documentation and preparation of relevant reports

Requirements

HTL diploma, ongoing or completed university of applied sciences (FH) or university degree; Experience using remote support tools is an advantage; Desired knowledge of IT environments (LAN, WLAN, and cloud environments, Linux & Windows); Professional experience is an advantage; Strong implementation skills, assertiveness, and initiative; Willingness to travel and perform; Customer-oriented working style; Good communication skills; Friendly and strong team player; German Level C1 and good English skills, both written and spoken