Product Support Engineer

Cognigy is a global leader in omnichannel Customer Service Automation. Intelligent voice and chatbots powered by its Conversational AI platform help businesses improve service quality, reduce operational costs, and support teams across the enterprise.

Cognigy’s award-winning AI understands user intents precisely and enables natural dialogs in over 100 languages. Easily scalable and pluggable, its low-code platform automates business processes through integrations into backend systems, operates as SaaS and on-premise, and is GDPR compliant.

Cognigy’s worldwide client portfolio includes BioNTech, Bosch, Daimler and Lufthansa. Learn more at cognigy.com.

Product Support Engineer

Job Location: Düsseldorf, or remote in Germany

Product support engineers participate in all stages of the product development process, including designing, building, and testing. They also create useful tools such as internal software to automate key processes or platforms where customers can send inquiries and reviews.

Would you like to become a part of Cognigy, one of the top 20 start-ups in Germany, and actively shape our rapid company growth together with us?

Then we are looking for exactly you for this position – keep reading!

• Your mission
• First point of contact for customer issues
• Properly escalate requests to the next level of support
• Tracking and routing issues to the appropriate parties
• Guiding the customer through the issue resolution process by applying excellent customer service skills and exceed customer expectations
• Ensure proper record keeping, documentation, and closure
• Working closely with developers to improve product’s functionality
• Retain and expand knowledge of procedures, products, and services in the Help Desk area
• Develop and maintain internal tools

Requirements

• Proven work experience as a product support representative or in a similar role
• Hands-on experience with Windows/Linux with a good understanding of computer systems, software and other technical products
• Familiarity with remote desktop applications and help desk software (e.g., Zendesk)
• Outgoing approachable person who can fit into a social team with excellent communication skills
• Demonstrate a can-do approach both mentality and in attitude
• Ability to provide step-by-step technical support, both written and verbal (ENG)
• Strong analytical skills
• Knowledge of basic programming languages

Desirable Skills And Experiences

• Patience with frustrated customers and tricky support cases
• Improvisation when roadblocks are reached
• Positivity throughout the support case
• Persuasiveness when customers are uncertain of a solution
• Competency across different support channel

Benefits

• We are an ambitious and international tech company with a great culture, and we make sure that everyone feels welcome
• We believe that our employees should benefit from the company’s success and therefore offer an attractive virtual stock options plan to top performers
• We also offer you an attractive and performance-oriented salary
• The opportunity to help build this company with flat hierarchies and the possibility to shape the organization
• Flexible working hours and ability to work from home/ remote in Germany