Product Support Consultant (f/m/d)

Adverity

  • Wien
  • € 45.000-50.000 pro Jahr
  • Freiberuflich
  • Vollzeit
  • 27 Tage her
  • Einfach bewerben
In this role, you are a pivotal contact for our customers fostering deep customer loyalty as well as shaping our Support function from a reactive problem-solver to a proactive and trusted advisor. Your objective is not only to solve product-related issues with expertise in a timely and accurate manner, but also to strategically guide our customers to ensure they achieve their business goals and realise the full value of Adverity.This is a full-time position on a 1-year fixed term contract (with potential to extend) where you can work remotely or from one of our offices in Vienna, Sofia or Katowice.Some of the things you’ll work on:
  • Act as the primary contact for clients on Adverity's product usage and operational issues.
  • Troubleshoot customer problems for both technical and non-technical users, managing the resolution process to minimise escalations and time-to-value.
  • Serve as an escalation point for complex issues, coordinating with internal teams for effective resolutions, and proactively updating customers on case progress.
  • Provide expert guidance on product functionality and best practices, engaging with customers through various channels to understand their needs.
  • Analyse usage patterns to make recommendations, determine when to guide self-resolution versus implementing solutions, and collaborate to define requirements and propose tailored solutions.
  • Contribute to the knowledge base used by customers and internal teams, validating content for AI support tools and refining documentation based on customer trends.
  • Create and deliver enablement content to educate clients on platform usage.
We’re excited if you have:
  • Previous experience in a 1st or 2nd line support role for a SaaS Product Company
  • A consultative mindset with genuine empathy and emotional intelligence.
  • Experience with advertising platforms (e.g., Google, Meta, Salesforce, TikTok)
  • Exposure to web technologies and related stacks (API, ETL, SQL).
  • A strong drive to learn and discover new technologies.
  • Outstanding communication skills (written and verbal), with the ability to build trust and rapport. Proficiency in English is needed. Any additional languages (e.g., German) are a plus.
  • Experience with support ticketing systems like Zendesk is preferred.
  • Friendly, approachable personality with excellent prioritisation and multitasking skills.
Why you’ll love it here:
  • Flexible working hours and home-office
  • Ergonomic workspace and cutting edge technology
  • Regular team events (also remote)
  • Modern and stylish offices
  • Sustainable merch for all employees
  • Adverity Social Responsibility Days (+2 days paid off)
Are you ready to apply?If this position is filled in Vienna, the minimum salary denoted for legal reasons and according to the collective agreement (IT KV) is €42,882. If this vacancy is filled anywhere else, the salary will differ. In any case, we offer competitive salaries depending on your qualifications and experience, along with a performance-based bonus.Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to meeting you!

Adverity