Technical Editor – Customer Support & Success
Visometry GmbH
full-time
Posted on:
Location Type: Hybrid
Location: Darmstadt • 🇩🇪 Germany
Visit company websiteSalary
💰 €42,000 - €54,000 per year
Job Level
Mid-LevelSenior
About the role
- Your focus is on creating, maintaining and optimizing technical documentation, tutorials and support materials that make it easier for users to get started and help make support more efficient.
- As a technical “understander” and “explainer” you are also responsible for handling support requests as well as the structure and quality of our customer support.
- As an important member of the Customer Success team you ensure processes and work closely with product development, sales and marketing.
- Maintaining and further developing documentation, FAQs, help center content, video tutorials and training materials
- Creating and updating multimedia content for knowledge transfer (text, video, illustrations)
- Expanding and maintaining our self-service and knowledge spaces in the form of articles with recommended actions based on customer experiences
- Regular analysis of support data and topic indicators, as well as preparing reports on performance and quality
- Handling and coordinating incoming Level 1 support requests from customers, partners and resellers using your technical understanding/expertise
- Organizing and conducting support calls and onboarding calls
- Classifying more complex requests (e.g. bugs, feature requests, ...) and case management with Level 2/3 support
- Ensuring smooth information flow and status tracking between customers and the (development) team
Requirements
- Enthusiasm for technical topics and IT systems
- Strong communication skills, empathy and enjoyment of direct customer contact
- Experience in technical writing. Ideally practical experience in user support or in training users of B2B software.
- Confident in creating multimedia content (video, audio, illustration, image editing)
- Familiarity with common processes for implementing and operating software systems
- Interest in AR technologies and industrial applications
- Independent, proactive and structured working style
- Excellent German skills (C2) and good English skills (B2)
Benefits
- You will receive thorough and continuous onboarding from our expert team.
- You will have the opportunity to become a true expert with deep domain knowledge within our company.
- As pioneers in AR/XR technologies and solutions, we continuously offer training and development opportunities.
- You can expect an interesting and varied role with renowned national and international clients.
- You will work independently and autonomously and can develop personally.
- You will actively shape our support structures.
- Your workplace is just a few minutes' walk from Darmstadt city center.
- Individual home office arrangements are possible.
- Startup atmosphere: modern, well-equipped and centrally located offices, free drinks and coffee, a positive vibe and regular team events contribute to a pleasant working environment.
- Work-life balance matters to us. We pay attention to compatibility between work and private life.
- We offer flexible working hours.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical writingmultimedia content creationvideo editingaudio editingillustrationimage editingsupport data analysiscase managementB2B software trainingcustomer support
Soft skills
strong communication skillsempathycustomer contactindependent workingproactive workingstructured workingteam collaborationproblem-solvingorganizationtraining