Visometry GmbH

Customer Support

• Your focus will be on creating, maintaining and optimizing technical documentation, tutorials and support tools that help users get started and make support more efficient.
• As a technical “understander” and “explainer,” you will also be responsible for handling support inquiries as well as the structure and quality of our customer support.
• As an important member of the Customer Success team you will ensure processes and work closely with product development, sales and marketing.
• Maintain and further develop documentation, FAQs, help center content, video tutorials and training materials.
• Create and update multimedia educational content (text, video, illustrations).
• Expand and maintain our self-service and knowledge spaces by writing articles with recommended actions based on customer experiences.
• Regularly analyze support data and topic indicators and produce reports on performance and quality.
• Handle and coordinate incoming Level‑1 support requests from customers, partners and resellers using your technical understanding/expertise.
• Organize and conduct support calls and onboarding calls.
• Classify more complex requests (e.g. bugs, feature requests, ...) and manage cases with Level‑2/3 support.
• Ensure smooth information flow and status tracking between customers and the (development) team.

Technical Writer, Customer Support & Success

• Erstellung, Pflege und Optimierung technischer Dokumentationen, Tutorials und Hilfsmittel
• Kundenanfragen betreuen
• Help Center sowie das Supportsystem aktiv weiterentwickeln
• Bearbeitung und Koordination eingehender Level-1-Supportanfragen von Kunden, Partnern und Resellern
• Organisation und Durchführung von Support-Calls und OnBoarding-Calls
• Classification komplexerer Anfragen (z. B. Bugs, Feature Requests, ...) und Case Management mit Level-2/3-Support
• Sicherstellung eines reibungslosen Informationsflusses und Status-Trackings zwischen Kunden und (Entwicklungs-)Team

Technical Writer, Customer Support & Success

Technischer Redakteur – Customer Support, Success