Position Title: Product Specialist
Department: Customer Support
Location(s): Munich, DE
Current as of: April 2008

General Description
The primary responsibility of this position is to provide first-and second-line support on the use and configuration of a range of our software products with primary focus on supporting our ECM suite of intranet products. In addition to supporting complex customer environments this role may also involve suggesting techniques and tools for application development, and submitting requests to the development team for product enhancements.

Primary Duties
1. Troubleshooting of customer issues with our products in a timely manner via telephone, Email and sometimes where necessary onsite support.
2. Testing of issues within the various environments for validation and solution purposes.
3. Detailed written documentation of all customer issues within the company database.
4. Strong interaction with other departments and teams in troubleshooting major issues.

Skills and Knowledge
• Fluency in both English and German required
• Previous experience with any of the following networking operating systems:
Windows 2000/2003, Solaris, Linux and HPUX.
• Previous Customer Service telephone support experience.
• Previous experience administering / supporting enterprise systems.
• Knowledge of web servers and HTML
• Experience with relational DBMS (Oracle, MS SQL Server preferred)
• Excellent analytical thinking and problem solving skills.
• Strong interpersonal and listening skills in a real-time, telephone support environment.
• Good written communications skills.

The following skills would be advantageous:
• Experience with any scripting or programming language (Java, CGI, Perl, .NET and C/C++)
• Previous document management, workflow, and text search and retrieval experience

Academic
The position requires a Bachelor’s degree or College diploma or equivalent experience.

Work Environment
General office environment with regular business hours between 08:00 and 18:00 (flexible-max. 40h week). Work outside of these hours may be necessary due to project schedules, deadlines and/or system reliability issues. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Competitive benefits package commensurate with experience – excellent benefits include private health care and company pension scheme.

Contact
Please send your application to munich_vacancy@hotmail.com
Genuine candidates will then receive full application details.

Legal
Applicants must have the right to work and reside in the EU.