1st Line Customer Support Engineer

About the role

You will be the first point of contact for customers using our software for designing and producing windows, doors and facades. The role involves analysing requests received by phone or email, providing tailored solutions, and ensuring high customer satisfaction.

Key responsibilities

• Respond to customer queries via email, Zendesk or phone in a professional and timely manner.
• Diagnose issues, guide users through resolutions, and document each step in the ticketing system.
• Escalate complex problems to the 2nd Line Support team when necessary.
• Maintain accurate ticket records, track progress, and close tickets efficiently.
• Assist customers with software installation, license updates, and general usage guidance.

Required profile

• Significant experience in calculation, design or production within the fenestration industry.
• Strong analytical abilities to identify and resolve technical issues.
• Excellent communication skills for effective collaboration with colleagues and customers.
• Ability to work independently and handle technical software confidently.
• Fluent written English.

Required skills

• Proficiency with Zendesk or similar ticketing systems.