Associate Technical Support Engineer (German Language) - Dublin, Ireland, EMEA

Customer Support | Dublin, Ireland



Associate Technical Support Engineer (German Language)

 

Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with customers their – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology.


The Opportunity
 

Do you like solving problems?

Are you an analytical thinker with a knack for non-linear logic?

Do you enjoy interacting with people?  

 

As a tier 1 member of Marketo Support, your goal is to provide fast and friendly world-class support through creative and flexible solutions. The Tier 1 Technical Support Engineer is a front line position, and you would be expected to take on support cases of moderate complexity and be able to manage your own priorities. You will work in a software environment, and must be comfortable with computers. We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in SaaS technology and service innovation. This position would suit best for a recent IT graduate or someone with 1-3 years of customer support experience.

 

Responsibilities:

  • Understand, interpret, reproduce, and diagnose customer problems. Perform Root cause Analysis
  • Teach solutions to customers.
  • Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in case tracking system.
  • Work with members of other departments/teams to resolve product issues –escalating issues as necessary
  • Configure customer systems to meet requirements
  • Meet individual case management, SLA, and C-Sat Goals

 
Required Skills / Experience: 

  • Fluent in German
  • 1-3 years’ customer service experience
  • Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
  • Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to communicate effectively with customers.
  • Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
  • Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs.
  • Third level qualification preferably in IT
  • Able to apply non-linear thinking to problem solving. 
  • Familiarity with SaaS solutions is preferred
  • Additional foreign languages (Spanish in particular) are a plus

 
About Marketo

Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with their customers – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology. Marketo puts Marketing First. Headquartered in San Mateo, CA, with offices around the world, Marketo serves as a strategic partner to large enterprise and fast-growing small companies across a wide variety of industries. To learn more about Marketo’s Engagement Marketing Platform, LaunchPoint® partner ecosystem, and the vast community that is the Marketo Marketing Nation®, visit www.marketo.com.


Marketo is an equal opportunity employer.