customer support assistant

Job Summary:

We are looking for a dedicated and detail-oriented Customer Support Assistant to manage software license keys, entitlement verification, and provide global-level support for internal and external stakeholders. The ideal candidate will be responsible for resolving licensing issues, guiding users on entitlement procedures, and delivering a seamless support experience as part of a 24/7 global operations team.

Key Responsibilities:

• Handle license key and entitlement management for enterprise-level software across multiple platforms (i.e., AI, i, X, Storage).

• Act as the first point of contact for internal and external customers, ensuring timely and accurate resolution of licensing requests and queries.

• Provide web-based support and process guidance related to software licenses.

• Collaborate with cross-functional teams across time zones in a global 24/7 support environment.

• Maintain high levels of customer satisfaction by offering professional and empathetic communication.

• Monitor systems and escalate issues based on established protocols and SLAs.

Requirements:

• 2–3 years of customer support experience, preferably in software, licensing, or IT services.

• Excellent verbal and written communication skills in English. Knowledge of German, French, or other European languages is a strong advantage.

• Strong interpersonal skills and a customer-centric mindset.

• Ability to work in rotational shifts, including evenings, nights, and weekends.

• Proven ability to multitask, meet tight deadlines, and handle high-pressure situations with professionalism.

• A positive, self-driven attitude with the ability to work independently and collaboratively.

• Strong analytical thinking, problem-solving, and time management skills.

• Experience with license entitlement systems or IT support tools is an added advantage.

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