PTV Logistics

Customer Support

Providing 1st and 2nd level support for our international customers
Recording and processing of support cases in our Customer Service tool, considering our Service Level Agreements (SLAs)
Proactively contributes to finding solutions in close collaboration with 3rd level support as needed
Preparing support documentation, e.g., FAQs, Knowledge Base articles, …
Proactive contributions to improving our support processes
Keeping expertise up to date by continuous familiarization with new product versions, e.g. by participation in product testing, review meetings, …
Processing user feedback for product development and Product Management to improve customer satisfaction
Ongoing close cooperation with the development and Product Management teams
Supporting development team in writing tutorials and code samples

Support Specialist, Developer Components