Software Support Technician – 1st Line Customer Support

About the role

As a Software Support Technician you will be the first point of contact for Myfactory users in Germany, Switzerland and Austria. You will handle technical and functional inquiries, ensuring a high level of customer satisfaction while working closely with development teams.

Key responsibilities

• Provide intensive support via phone, email and ticket system.
• Maintain and improve customer satisfaction scores.
• Update and manage the knowledge base and documentation.
• Collaborate closely with the development team to relay feedback.
• Test, reproduce and analyse reported issues.
• Continuously expand expertise across the full Myfactory product portfolio.

Required profile

• Strong understanding of SME business processes and workflows.
• Completed vocational training or university degree, preferably with business administration studies.
• Good grasp of business applications and ERP solutions.
• High interest in IT and technology.
• Excellent communication and teamwork abilities.
• Reliable, committed and customer‑oriented attitude.

Required skills

• Experience with webshops such as Magento or Shopware.
• Knowledge of SOAP and REST APIs.
• SQL Server query writing.
• Proficiency with MS365 email and Azure services.
• Familiarity with POS systems.

What we offer

• Hybrid working model with office onboarding.
• Opportunities to deepen product knowledge and technical expertise.
• Collaborative environment with close ties to development teams.