Technical Support Specialist (w/m/d) 100%

Luware continues to grow! Founded in 2010, Luware is a leading SaaS provider specializing in innovative contact center and conversation recording solutions. Our Microsoft-certified solutions are designed to streamline customer interactions. We're committed to innovation and growth, fostering a culture that embraces agile methodologies and flexible work arrangements.

As a Luware Technical Support Specialist, you will be an expert in our CCaaS (Contact Centre as a Service) solutions and work with large multinational enterprises, helping them to identify and resolve problems to get the most from our software.

This unique role is based at our huge, fresh redesigned Office in London- City, hybrid/remote.

Experience in Enterprise Technical Support roles is a must, at a SaaS provider is a bonus. Whilst we have an ITIL-aligned support model, our support teams can typically be considered L3+.

You will have full access to all the toys to build your own testing environment and be given training from experts in the solutions. We foster an open and flat working culture, where you will have direct access to the Product Management, Operations and Engineering teams, where we welcome ideas and feedback from all levels of the company to improve our services.

Your Responsibilities

• Helping customers with technical questions about the solution and how it integrates into their environment
• Responding to customer support queries
• Deliver high-quality support services to our customers
• Independent and efficient ownership of support queues
• Take full ownership and control of a support case without supervision while continuously improving the level of support to maintain customer satisfaction
• Recommend solutions to improve efficiency and productivity

Your Skills

• Tech-savvy personality who is excited by new technology
• Experience in a Customer focused Specialist-Role- mandatory
• Ability to understand customers with their urgent needs and guide them accordingly through the issue in a solution-oriented manner (Within a SaaS organization is a great plus, but not necessary)
• Very nice to have (but not must) is MS-Teams fundamentals
• Fluent- very good English, other languages a plus
• Passion for solving problems
• Self-driven, person who takes responsibility
• Experience in the field of technology, unified communications and cloud solutions is a plus
• Minimum 1 year experience in enterprise support, preferably at Level 2
• Customer-focused mindset, able to listen to customer or partner problems and understand the impact issues can have on them
• Experience with communications platforms, such as Microsoft Teams is a big plus but not mandatory
• Ability to work independently as well as collaboratively while learning technical concepts rapidly and proactively
• Positive attitude and ability to collaborate in a team-oriented environment
• Excellent communication skills to both technical and non-technical stakeholders

You can expect an collegial, international environment and a fresh, dynamic, open corporate culture, let the Luware spirit convince you!

Do you feel addressed and are you ready to finally unleash your full potential? Then upload your CV spontaneously for an initial review.

We are looking forward to getting to know you- we are just a click away!

We will only consider candidates who apply directly to us for this position. We do not process applications or enquiries from recruitment agencies. Thank you for your understanding.