Customer Support Specialist – ERP

About the role

As a 1st Line Customer Support Associate you will be the first point of contact for Myfactory users in Germany, Switzerland and Austria. You will help resolve technical and functional questions, ensure high customer satisfaction and continuously expand your expertise across the Myfactory ERP portfolio.

Key responsibilities

• Provide intensive support via phone, email and ticket system for customer cases.
• Maintain and improve customer satisfaction levels.
• Update and manage the knowledge base and documentation.
• Collaborate closely with development teams to reproduce and analyse reported issues.
• Test and validate issues independently.
• Continuously broaden product knowledge across the full Myfactory suite.

Required profile

• Completed vocational training or university degree, preferably with business administration studies.
• Strong understanding of SME business processes and workflows.
• Interest in IT and technology, with ability to work reliably and with high commitment.
• Excellent communication and teamwork skills.
• Customer‑oriented mindset and ambition to deliver excellent service.

Required skills

• Experience with webshops such as Magento or Shopware.
• Knowledge of SOAP and REST APIs.
• Proficiency in SQL Server and writing SQL statements.
• Familiarity with Microsoft 365 email services and Azure.
• Understanding of POS systems.
• General knowledge of ERP solutions.

What we offer

• Hybrid working model with office onboarding and flexible local policy thereafter.