Your new challenge 

As Team Lead Customer Support, you are the right-hand man of the Head of Customer Service and ensure that daily business runs efficiently and KPIs-driven. With your communication skills, organizational skills and technological know-how, you will proactively support the team – as a competent contact person for process questions and daily challenges, thus ensuring customer-oriented and professional service. Your area of responsibility will also include supporting business customers around digital signatures and certificates. Thanks to your hands-on mentality, you keep track of things even in stressful phases and act in a solution-oriented manner.

Overview of your tasks
 

Operational management of daily business

• Ensuring efficient and smooth customer service operations
• Resource and holiday planning for optimal coverage
• Escalation management and resolution of complex customer issues
• Implementation of user acceptance tests for SwissID and signature releases
• Introduction and training of new employees
   

Ensuring service quality

• Monitoring compliance with SLAs
• Quality assurance through 1:1s, coaching, training and process optimization
• Identification of potential in products and processes 
• Creation and maintenance of training documents and knowledge databases
• Preparation, implementation and follow-up of team meetings
   

Interface management

• Close cooperation with departments such as Application Operations, Development, Product Management and Sales
• Communication with internal/external partners and service providers

What you bring along 

• Successfully completed training
• Customer service/support experience
• Initial leadership experience and demonstrable leadership successes
• Persuasiveness and positive charisma
• Strong IT affinity and IT skills are an advantage (OIDC, PKI, data analysis)
• Friendliness, good manners and excellent communication skills
• Flexibility, reliability and resilience
• Quick comprehension and analytical thinking
• Very good written and spoken French and English, preferably also English 

Your new challenge

As a Sales Manager, you are the business card of our company. With your understanding of business and technology, you will find it easy to identify the needs of our business customers. With your communication skills and negotiation skills, you know how to successfully place our products in the market and expand our footprint.

An overview of your tasks

In your role as Sales Manager, you will be responsible for the sale of consulting-intensive solutions and services to companies of different sizes and industries. You will take over a portfolio of existing customers and ensure the further expansion of the customer base:
 

• Recognising customer needs, providing professional advice and selling our products to business customers in Switzerland and neighbouring countries
• Evaluating and identifying sales opportunities within the target markets and contributing to sales planning
• Developing ‘customer use cases’ in collaboration with product management and the pre-sales team
• Acquiring new customers: Responsibility for the entire sales process from lead generation, initial contact to contract conclusion
• Collaboration with partner companies in the areas of integration, solutions and sales
• Building, maintaining and expanding long-term and fruitful customer relationships 
• Representing SwissSign at sales and marketing events 
   

What you bring along

• In-depth experience (at least 5 years) and success in selling software solutions to business customers
• Well-maintained network in the ICT industry
• Ability to grasp complex relationships and present them in a way that is appropriate for the target group
• Commuicative personality with negotiation skills and presentation skills
• Team player with empathy, "Drive and Hunter" characteristics
• University degree or equivalent education and training in the field of business, computer science or ICT 
• Very good knowledge of German and English, both written and spoken, knowledge of French is an advantage
   

Your new challenge

As a Customer Support Specialist, you are the business card of our company. With your communication skills and understanding of technology, you handle enquiries from our SwissID users and offer them assistance with our processes such as online identity verification. 
You also support our business customers with enquiries about digital signatures and certificates and you support the processing of faults from the end customer 1st level support. Your hands-on mentality helps you to keep a cool head even in hectic times.

An overview of your tasks

Support for SwissID users:

• Receiving technical customer enquiries for SwissID users by telephone, ticketing system or e-mail in French, German, English and Italian, mainly on the following topics:
• Login with SwissID for online services
• Assistance with questions about online identity verification with the SwissID app
• Enquiries and support for qualified digital signatures according to ZertEs
• Inquiries about the electronic patient record and the support of users in digital onboarding
• Working hours: Monday to Friday, 8 a.m. to 5 p.m. or 9 a.m. to 6 p.m. 

What you bring along

• Successfully completed training
• Customer service/support experience
• Good manners and friendliness characterize you
• Flexibility and reliability
• Quick comprehension and analytical thinking
• Good communication skills and the ability to keep calm even in stressful situations
• Fluent French and solid German skills are mandatory, other languages such as Italian and English are desirable