ProSolution AG

Support Engineer

• You are the first point of contact for questions regarding the following software products: ERP software for staffing agencies, time management go!, applicant management talents!, and document management docs!
• You support our customers by phone and respond to email inquiries
• During the implementation of the software products (onboarding) you guide customers in an advisory and project-leading role
• In case of issues you assist with analysis and contribute your own ideas to help find solutions

Technical Support Specialist

Customer Success Manager

• As Team Lead (m/f/d) Customer Success / Support for ProSolution Austria, you will take both professional and disciplinary responsibility for a four-person team
• You will develop team members through coaching and a culture of feedback
• Ensure excellent customer service and leverage modern AI tools (e.g., n8n, make.com) to automate and optimize our processes
• Work hands-on — both in customer communication (ticket management, customer meetings) and in retention management
• Facilitate team meetings and promote collaboration, ownership, and continuous learning
• Resource and deployment planning for the HelpDesk
• Actively participate in customer support, including ticket handling, prioritization, and escalations
• Directly manage key accounts and support the team with complex cases
• Conduct webinars for customers and internal teams
• Identify process improvement opportunities and monitor relevant KPIs
• Work closely with specialist departments to optimize workflows
• Serve as the interface to Product, Sales, and Marketing in Austria
• Represent Customer Success interests in cross-departmental meetings

Team Lead – Customer Success & Support

• You act as a trusted advisor for customers, driving value creation and long-term retention while identifying risks early
• Maintain and expand customer relationships at multiple levels (from executive management to operational teams)
• Support customers in their digital transformation, including change management and building Centers of Excellence
• Conduct quarterly business reviews and identify opportunities for improvement and growth
• Use product knowledge to help customers achieve maximum benefit from our solutions
• Together with our Customer Success team you respond to customer support inquiries
• Regularly monitor metrics to identify potential risks early and take proactive measures to mitigate them before contract renewal
• Identify upsell and expansion opportunities
• Represent the voice of the customer and share customer feedback and insights to drive product and service improvements