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 including collaboration in the support team 
• Active participation in efficient and fast solutions of standard tasks and complex customer requests, including 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