Technical Support Specialist Zürich

About the Company

Founded in 2010, Luware is a leading SaaS provider specializing in innovative contact center and conversation recording solutions. Our Microsoft-certified solutions are designed to streamline customer interactions. We're committed to innovation and growth, fostering a culture that embraces agile methodologies and flexible work arrangements.

We’re looking for a technically skilled and customer-focused specialist to join our growing team in Zürich (Headquarter) as soon as possible. As a Luware Technical Support Specialist, you will be an expert in our CCaaS (Contact Centre as a Service) solutions and work with large multinational enterprises, helping them identify and resolve problems to get the most from our software. You will have full access to all the tools to build your own testing environment and receive training from experts in the solutions.

We foster an open and flat working culture, where you will have direct access to the Product Management, Operations and Engineering teams, welcoming ideas and feedback from all levels of the company to improve our services.

• Helping customers with technical questions about the solution and how it integrates into their environment
• Responding to customer support queries
• Deliver high-quality support services to our customers
• Independent and efficient ownership of support queues
• Take full ownership and control of a support case without supervision while continuously improving the level of support to maintain customer satisfaction
• Recommend solutions to improve efficiency and productivity

• Tech-savvy personality excited by new technology
• Experience in the field of technology, unified communications and cloud solutions is a plus
• Minimum 1 year experience in enterprise support, preferably at Level 2
• Customer focused Specialist-Role- within a SaaS organization is a great plus
• Ability to understand customers with their urgent needs and guide them accordingly through the issue in a solution-oriented manner
• Customer-focused mindset, able to listen to customer or partner problems and understand the impact issues can have on them
• Very nice to have is MS-Teams fundamentals
• Fluent- very good English (written and spoken) and (Swiss)-German native level - mandatory
• Passion for solving problems
• Self-driven, person who takes responsibility
• Experience with communications platforms, such as Microsoft Teams is a big plus but not mandatory
• Ability to work independently as well as collaboratively while learning technical concepts rapidly and proactively
• Positive attitude and ability to collaborate in a team-oriented environment
• Excellent communication skills to both technical and non-technical stakeholders

• A fast-paced, international, and collaborative work environment
• A challenging and diverse role with high autonomy
• A motivating and supportive team culture where your ideas matter
• Excellent opportunities for personal and professional growth
• Regular team events and the chance to work from another Luware office for up to a month through our exchange program