User Support Specialist (H/M)

1. Experience Management and Incident Resolution

Consultative Support: Identify users’ actual needs and guide them in making optimal use of the platform’s features, ensuring that Orquest becomes a seamless tool in their daily work.
First-Level Support (L1): Resolve technical and functional issues with agility, precision, and a high standard of empathy and clear communication.
Incident Lifecycle Management: Rigorously escalate cases based on priority and complexity (L2/L3), always maintaining ownership of the ticket and ensuring the customer is proactively kept informed until final resolution.

2. Technical Analysis and Strategic Documentation

Diagnosis and Reproduction: Analyze reported issues by reproducing scenarios in test environments, generating detailed bug reports to facilitate the development team’s work.
Knowledge Management: Lead the creation and updating of the Knowledge Base and automated responses to promote self-service and improve support scalability.
Interaction Tracking: Meticulously document every interaction in our internal knowledge bases to ensure traceability and improve service processes.
3. Collaboration and Product Improvement

Voice of the Customer (VoC): Act as a feedback radar, filtering and prioritizing user suggestions to pass them on to Product, directly influenci