Support specialist

Aareon is the leading provider of SaaS solutions for the European property industry. With our software, we digitise and connect the industry and support our clients in optimising processes and acting more sustainably. Our solutions address the major challenges of our time: climate change, housing shortage and skills shortage.

We value a working environment in which diversity and flexibility are appreciated, cooperation in partnership and mutual support in the team are a matter of course and learning is perceived as an opportunity.

Become part of our international team! Become part of #OneAareon! We are looking forward to meeting YOU!

General Support encompasses post-sale technical and non-technical support for business and end-consumer customers across multiple sub-families. Responsibilities include providing customer service and support via phone, online chat, or text.

Key Responsibilities:

Offer call center-based customer support for high volume, low complexity inquiries.

Analyze and resolve customer issues for lower volume, higher complexity inquiries, typically in an office environment.

Effectively resolve support tickets.

Proactively implement 'deflection' workflows, such as user guides, to prevent tickets.

Escalate 2nd Level support requests to relevant development team members.

Triage functionality requests and common product bugs to the Product team for prioritization in future roadmap planning.

This role ensures efficient and effective general support, addressing various inquiries and issues while working to improve the overall customer experience.

A Professional applies broad theoretical job knowledge typically obtained through advanced education.

Responsibilities typically include:

Work is closely supervised.

Problems faced are not typically difficult or complex.

Explains facts, policies and practices related to job area.

or

A Professional requires advanced knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education.

Responsibilities typically include:

Working under limited supervision for non-routine situations and may be responsible for leading daily operations.

Training, delegating and reviewing the work of lower level employees.

Problems are typically difficult and non-routine but not complex.

JR101212