Technical Client Success Specialist (f/m/d)

Awin AG seeks a Technical Client Success Specialist to manage Level 1 technical support, ensuring efficient triage and resolution of client queries in a hybrid role based in Switzerland.

This position operates within the Level 1 Triage team, acting as the primary contact for technical support inquiries. The core objective is to deliver a superior client experience by accurately assessing, prioritizing, and resolving incoming issues to maintain service quality.

Responsibilities

• Serve as the initial contact point for all incoming technical support tickets.
• Categorize and prioritize incoming requests to ensure efficient workflow management.
• Resolve simple technical problems and standard service requests independently.
• Conduct initial troubleshooting steps and collect necessary data for deeper investigations.
• Forward complex or unresolved issues to specialized teams for further action.
• Keep detailed and accurate records of all cases while meeting defined service level agreements.
• Maintain professional communication with both external clients and internal departments.
• Participate in efforts to improve internal processes and share knowledge with the team.

Requirements

• Advanced proficiency in English is mandatory.
• Demonstrated strong skills in customer service and clear communication.
• Excellent organizational capabilities and effective time-management techniques.
• A problem-solving approach combined with a high level of attention to detail.
• Ability to perform well and adapt in a fast-paced work environment.
• Basic technical troubleshooting abilities and a genuine interest in technology.

Nice to have

• Knowledge of the German language is considered an advantage.
• Prior experience working with ticketing or CRM platforms is preferred.

What the company offers

• A four-day Flexi-Week structure, allowing one lighter or fully disconnected day per week at full pay.
• A hybrid and remote working model built on mutual trust and flexibility.
• A monthly allowance to help cover operational running costs.
• A furniture package to help establish a comfortable home office setup.
• Access to various initiatives and sports offers focused on mental and physical wellbeing.
• Extensive training resources through the Awin Academy for professional and personal development.
• A peer-to-peer recognition program where colleagues can send vouchers to thank and reward each other.

About the company

Established in 2000, Awin fosters a dynamic, social, and inclusive culture that champions diversity and authenticity. As part of the Axel Springer group, the company supports a virtual environment with a dedicated 'Life @ Awin' hub for social activities, ensuring that uniqueness is valued across the organization.

• The company maintains a dynamic, social, and inclusive workplace culture.
• Diversity and inclusion are central values, with a strong emphasis on authenticity.
• A virtual 'Life @ Awin' hub facilitates social interaction and community building.
• The organization is part of the larger Axel Springer group.