Produkt-Support Spezialist in (SaaS Immobilienplattform) 50-100 (w m d)

📋 Description

• • Be the trusted first point of contact for sophisticated business clients across Switzerland who rely on our SaaS real-estate platform every day. You will handle complex, multi-layered questions ranging from pure technical troubleshooting to in-depth methodological queries about our proprietary property-valuation models, always via the channel the customer prefers: phone, e-mail, or our modern ticketing system.
• • Serve an exclusive client portfolio that includes real-estate brokers, mortgage lenders (banks, insurers, mortgage intermediaries) and institutional investors & developers. Every ticket you close directly influences multi-million-franc transactions and strategic investment decisions, giving your daily work measurable market impact.
• • Own the entire support lifecycle—from initial triage and root-cause analysis to solution delivery and follow-up. You will document recurring patterns, propose knowledge-base articles and feed insights straight into our product roadmap so that the next release already contains the fix for today’s pain point.
• • Master and maintain our licence portfolio: create user accounts, draft licence contracts, schedule onboarding webinars and ensure that every new customer can extract value from day one. You will juggle dozens of parallel licence events without ever losing the personal touch that turns a signature into a long-term partnership.
• • Collaborate shoulder-to-shoulder with product experts, data scientists and software engineers in the Data, Analytics & Technology division. When a valuation algorithm behaves unexpectedly, you will pair-debug with the modeller; when a UI change confuses power users, you will co-design the tooltip that solves it.
• • Contribute to cross-functional improvement projects—be it migrating the knowledge base to a new CMS, defining SLAs for premium support tiers or piloting an AI chatbot that pre-answers 30 % of incoming tickets. Your voice in retrospectives shapes how the whole company thinks about customer centricity.
• • Champion a culture of continuous learning inside the four-person Customer Service team. Run weekly micro-trainings, share tricky cases and celebrate customer praise in our #kudos Slack channel. Together we keep the atmosphere open, appreciative and laser-focused on raising the bar.
• • Translate customer feedback into actionable data. You will tag tickets, measure NPS drivers and present quarterly “Voice of Customer” reports to senior leadership. The insights you surface will directly influence which features ship next and which markets we enter.
• • Maintain Swiss-quality documentation in German and English. Every article you write becomes the single source of truth for 3 000+ users and reduces future ticket volume—freeing you to tackle the next strategic challenge.
• • Enjoy a role where no two days look the same: one morning you are screen-sharing with a Zurich mortgage banker to debug an API integration, the afternoon sees you moderating a user-group webinar for 120 brokers, and by evening you have sketched a workflow improvement that saves the team two hours per week.