Customer Support Analyst - Citavi

As a Customer Support Analyst, you will join a global team to deliver efficient and high-quality support for Lumivero product users. Your main responsibilities include providing Level 1 & 2 technical and functional support via various channels, developing and maintaining support resources, and ensuring user data confidentiality. You'll also be involved in bug testing, troubleshooting, learning about the user base, and acting as a liaison between customers and internal teams. Ticket prevention and deflection will be part of your job. You'll develop a strong understanding of product features, contribute to knowledge bases, monitor support ticket trends, and proactively share ideas to minimize incoming tickets. Required skills include problem-solving, multitasking, experience in technical customer support, proficiency in Windows and macOS troubleshooting, and fluency in English and German.