Associate, 1st Line Customer Support

Forterro

Customer Support Associate ensuring service experience for Myfactory customers in Germany, Switzerland, and Austria. Collaborating with development teams and resolving technical inquiries effectively.

Posted 7/10/2026full-timeCasablanca • 🇲🇦 MoroccoJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

AzureERPMagentoSOAPSQL

About the role

Key responsibilities & impact

As an Associate in 1st Line Customer Support, you will play a key role in ensuring an excellent service experience for our Myfactory customers across Germany, Switzerland and Austria.
You will be the first point of contact for users, helping them resolve technical and functional questions while maintaining high levels of customer satisfaction.
In this role, you will work closely with our development teams, continuously expand your product expertise, and contribute to improving our overall support processes.

Requirements

What you’ll need

Strong understanding of business processes and workflows in SMEs
Completed vocational training or university degree, ideally with further education in business administration
Understanding of business applications and ERP solutions
Strong interest in IT and technology
Strong Skills in at least two of the following areas: Webshops like Magento / Shopware, Interfaces SOAP / REST API, SQL Server / Statements, MS365 E-Mail / Azure Know-how, POS systems
Strong communication and teamwork skills
Reliable personality with high commitment
Customer-oriented work approach and the ambition to always provide excellent service

Benefits

Comp & perks

Intensive and comprehensive support of our customers’ support cases via phone, email, ticket system
Increasing and maintaining customer satisfaction
Maintenance of our knowledge base and documentation
Close collaboration with the development team
Independently testing and reproducing reported issues for problem analysis
Continuous expansion of your know-how across the entire myfactory product portfolio and related technical contexts

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Business ProcessesWorkflows in SMEsSQL ServerMS365 E-MailAzure Know-HowPOS Systems

Soft Skills

Strong Communication SkillsTeamwork SkillsCustomer-Oriented Work ApproachReliable PersonalityHigh Commitment

Certifications

Vocational TrainingUniversity Degree in Business Administration