Your Responsibilities:
- Manage customer and product support
- Develop, implement, and manage product support and customer support processes
- Ensure incoming support requests are handled and solved according to the SLAs
- Manage and monitor product support ticketing system
- Manage 2nd/3rd level support for customers in cooperation with customer’s support teams
- Handle incoming escalations
- Resource planning and assignments
- Keep accurate records and document support actions and discussions
- Creation of reports for customer, management, and other stakeholders
Your Background:
- Minimum 7+ years of experience in IT support, 3+ years of experience in a support management role
- Excellent knowledge of management methods and techniques
- Ability to think strategically and to lead
- Degree in business administration, engineering, or science
- Strong communication skills, customer orientation
- Fluent in English (written and spoken)
- Located in Germany
Preferred Attributes:
- Project Management certification (PMI, ITIL, PRINCE, or similar)
- Experience within the life science or chemical industry
- Hybrid work location (remote and on-site)
- German language ability
ZONTAL offers the leading data platform for the life science industry. We make digital transformation a reality as we deliver game changing solutions to some of the most complex enterprises. We reduce IT overhead, enable AI/ML applications, optimize time-to-market, and increase compliance. ZONTAL has offices in the US, Europe and Asia. Together with our integration and service partners, ZONTAL supports our customers globally, in any country and any time-zone.
ZONTAL, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
