Customer Support 2nd Level (m/f/x)

What we look for

WE ARE SEARCHING FOR YOU!

Got big plans? Great. So do we.
We are always interested in meeting competent team players.

Are you a passionate  Customer Supporter in Level 2 with a good understanding of a ticket system?
You are enthusiastic about helping customers with their technical issues?

Then apply and join our team as a  Customer Supporter 2nd Level (m/f/x) full-time in a hybrid working model in Timisoara, Romania.

Plentysystems Romania SRL promotes equal opportunity and diversity in the workplace and encourages all qualified individuals to apply, regardless of gender, age, origin, religion, sexual orientation or disability.

Your mission

• Provide friendly, timely assistance on PlentyONE software inquiries
• Log and classify tickets accurately, set priority
• You provide detailed bug escalations
• Create & publish standard KB articles
• Training & coaching for L1 teams
• Maintain proactive communication to ensure satisfaction
• Contribute to knowledge base (articles, FAQs, macros)
• Collect and share customer feedback with Product & Engineering

Your profile

• Proven experience: 2+ years in 2nd level customer support or a similar role
• Languages: german at least B1, english at least C1
• AI affinity: Experience with AI tools is a strong plus, along with the curiosity and willingness to explore new AI-driven workflows
• Know the industry: You have experience in a Software / SaaS company
• Know the tool: You are experienced in using a ticket system to communicate with the customer and internal teams
• Empathy: Your mindset is customer oriented and you understand what the need is
• Excellent Communicator: You can clearly communicate solutions and information to the customer and intern stakeholders
• Drive: you are stress resistant and like working KPI oriented

Benefits

Your voice counts! Your ideas for the success of plentysystems and our support to take care of you personally

• Hybrid work: work from our office in Timisoara and from home for 2-3 days weekly
• Work-life balance & a headquarter in Timisoara
• Up to date: work with the latest hardware and technology
• Always better: further training budget and a wide range of workshops
• Well provided for: 7 card Gym subscription, Pluxee card for meal tickets, Private medical insurance
• annual december bonus