Your mission
As an IT Customer Support & Process Manager you will play a crucial role in the efficient handling and resolution of complex customer inquiries and in process optimization to increase efficiency. Your tasks include:
* Support management incl. collaboration in the support team
* Active participation in efficient and fast solutions of standard tasks and complex customer requests, incl. troubleshooting and collaboration with the technical teams
* Conducting training and onboarding sessions for customers to make it easier for them to use our products and services
* Regular feedback communication and coordination with customers
* Analyze, document and improve internal processes, develop and implement best practices to increase efficiency
* Interface between internal technical focus groups and customers
* Writing SLAs and performance reports, supporting the business departments in the seamless transition of new services into operations
Your profile
* Experience in IT customer support, process management and CMDB maintenance
* Strong communication skills and the ability to connect technical and non-technical stakeholders
* High service orientation and you enjoy dealing with different stakeholders
* Analytical thinking and problem-solving abilities
* Independent and responsible way of working and strong teamwork skills
* Very good command of written and spoken English and German
Why us?
We offer
* A challenging position in a dynamic IT environment in a future-oriented and growing company
* The opportunity to actively shape processes and contribute to increasing customer satisfaction
* A workplace in our office in Adliswil with excellent public transport connections to the city of Zurich and the flexibility to work remotely
* A dynamic, talented and supportive team and a working culture characterized by innovation, respect and openness
* Room for innovation and your own creative freedom
About us
We assist companies on their way into the digital future. As an experienced provider of private cloud, public cloud, data center and managed IT services, we create cloud and infrastructure solutions that our customers can use to sustainably advance digital transformation in order to remain competitive in the future.
Naveum AG is a leading Swiss cloud provider offering services for IT service providers, resellers, and software manufacturers. We prioritize security, transparency, and data privacy, ensuring 100% data retention in state-of-the-art data centers in Switzerland. With services such as Infrastructure as a Service (IaaS), Disaster Recovery as a Service (DRaaS), and powerful, dedicated private clouds for end customers, Naveum provides flexible and scalable solutions. Numerous companies, from start-ups to large corporations, trust our expertise, innovative technologies, and top-notch support.