zetcom

Customer Support

• Provide support to customers via email, phone and the support portal (Zendesk)
• Troubleshoot and resolve issues with our products
• Work closely with technical teams to identify and fix bugs
• Assist customers with using and configuring our products
• Identify error patterns and suggest improvements
• Contribute to customer-facing documentation and FAQs as well as zetcom’s internal knowledge base
• Contribute to Customer Success activities and collaborate with Key Account Managers, Customer Success Specialists and Product Trainers

Support Specialist

Customer Success Manager

• Proactively triage incoming support requests with a focus on urgency and impact
• Troubleshoot and solve issues independently, using the zetcom expert teams where needed
• Communicate transparently with clients via email, phone or Teams meetings, on business and technical topics
• Implement minor changes as part of troubleshooting, expanding to larger change requests (application configuration, reports and imports definitions, data analysis), as skills and expertise increase
• Contribute to the internal knowledge base and documentation
• Participate in processes and workflow improvements

Support and Customer Success Specialist

Performance Marketing

• The focus of the role is the active generation of leads in our core sales markets through targeted marketing activities and effective use of existing tools such as HubSpot, Drupal, LinkedIn Campaign Manager, or Lusha.
• Creation of audience-specific content for the website, newsletters, and social media (especially LinkedIn).
• Planning, execution, and ongoing optimization of content marketing measures (e.g., LinkedIn Campaign Manager, Google Ads).
• Design, setup, and management of lead-generation campaigns in core sales markets (including landing pages, funnels, A/B tests) — primarily via HubSpot.
• Planning, creation, and sending of newsletters including segmentation and performance optimization.
• Community management as well as monitoring and analysis of relevant KPIs (leads, conversion rates, CPL, etc.) including deriving concrete actions.
• Close collaboration with Sales to ensure effective lead handover and qualification.
• Briefing, management, and coordination of external partners (graphics, content, and, if applicable, agencies).
• Planning and execution of events (approx. 3–5 per year) including pre- and post-event activities for lead generation.
• Responsibility for planning, allocation, and controlling of the marketing budget.
• Continuous development of the marketing and lead-gen strategy based on data and market feedback.

Support Specialist

Support and Customer Success Specialist

Performance Marketing Manager