Technical Customer Support Agent - German speaking

About the role

At Form Labs, we are transforming the way ideas are brought to life through innovative 3D printing solutions. Our products are used by over 50,000 leading companies around the world, including industry giants such as Apple, Google, and NASA. We are seeking a dedicated and multilingual Technical Customer Support Agent to join our Services team in Budapest, Hungary. In this role, you will be responsible for providing technical assistance, troubleshooting, and support to our customers and resellers across the EMEA region. Your efforts will help ensure that our clients receive exceptional service and technical expertise, enabling them to maximize the potential of our 3D printing technology. This position offers an exciting opportunity to work in a fast-growing company that is revolutionizing manufacturing and prototyping through cutting-edge additive manufacturing solutions.

Key facts

What you'll do

• Serve as the primary point of contact for technical and business support inquiries from customers, resellers, and distributors within the EMEA region, handling requests via phone, email, and chat.
• Provide detailed technical guidance and troubleshooting assistance for Form Labs 3D printers, ensuring customers can resolve issues efficiently and effectively.
• Educate customers and resellers on the technical features, operation, and maintenance of Form Labs products, helping them optimize their workflows.
• Support resellers by offering technical training, troubleshooting advice, and product knowledge to enable them to deliver superior service to their end clients.
• Collaborate closely with the global engineering and product teams to escalate and resolve complex technical issues, ensuring timely and accurate solutions.
• Document all customer interactions, technical issues, and resolutions accurately within support ticketing systems to maintain comprehensive records for future reference.
• Stay current with product updates, new features, and troubleshooting procedures to provide accurate and up-to-date support.
• Assist new customers and resellers during onboarding, ensuring they understand how to operate and maintain their equipment properly.
• Contribute to the continuous improvement of support processes by providing feedback based on customer interactions and technical challenges encountered.
• Participate in knowledge-sharing initiatives and create technical documentation or FAQs to empower customers and resellers with self-service resources.
• Maintain high levels of customer satisfaction by providing professional, courteous, and effective support at all times.
• Support the team in achieving departmental goals related to customer satisfaction, resolution times, and technical expertise.
• Act as an ambassador for Form Labs, representing the company's values and commitment to innovation and customer success.
• Engage in ongoing training and development opportunities to enhance technical knowledge and customer support skills.

Requirements

• Fluency in both written and spoken German and English is essential for effective communication with customers and team members.
• Demonstrated ability to troubleshoot technical issues, with a strong problem-solving mindset; training on specific products will be provided.
• Excellent interpersonal skills, with a focus on building rapport and understanding customer needs.
• Strong written communication skills, with the ability to clearly explain technical concepts and instructions in a professional manner.
• Ability to work effectively in a fast-paced environment, managing multiple inquiries and priorities simultaneously.
• Previous experience in customer support or technical support roles is preferred but not mandatory; a passion for technology and learning is key.
• Comfortable working on-site in Budapest, Hungary, with the ability to adapt to a hybrid work model if applicable.
• Good organizational skills and attention to detail to ensure accurate documentation and follow-up.
• Ability to work collaboratively within a team and across departments to resolve issues and improve customer experience.
• Basic understanding of technical troubleshooting methodologies and customer support tools.
• Willingness to learn about 3D printing technology and stay updated on product developments.

Nice to have

• Interest or prior experience in 3D printing, additive manufacturing, or related fields.
• Experience working in a startup or high-growth environment, demonstrating adaptability and a proactive attitude.
• Multilingual skills beyond German and English, such as additional European languages, are a plus.
• Knowledge of other technical support tools or CRM systems used in customer service.
• Familiarity with hardware troubleshooting and maintenance procedures.

Skills & tools

• Customer support software and ticketing systems for managing inquiries and documenting interactions.
• Technical troubleshooting methodologies to diagnose and resolve hardware and software issues.
• Clear and professional verbal communication skills for phone and chat support.
• Precise written communication skills for email correspondence and documentation.
• Ability to quickly learn technical product details and troubleshooting steps.
• Basic understanding of hardware components and technical specifications related to 3D printers.

Practical notes

• This role is based on-site in Budapest, Hungary, and requires physical presence at the office.
• The company offers a hybrid work model, allowing flexibility between office and remote work.
• Benefits include catered lunches three days a week, private health insurance (Blue package + hospital coverage), and a monthly or quarterly public transportation pass for Budapest.
• Stock options are part of the compensation package, reflecting Form Labs' status as a double unicorn company.
• The office environment is dog-friendly and designed to foster a welcoming, inclusive atmosphere.
• Employees enjoy free beverages and snacks, creating a comfortable workspace.
• A monthly allowance for the All You Can Move sports pass (9500 HUF) supports active lifestyles.
• Access to free 3D printing services is available for employees.
• The company encourages professional growth through internal and external training opportunities.
• Team-building activities and social events are regularly organized to strengthen team cohesion.
• Form Labs is committed to diversity and equal opportunity employment, welcoming applicants from all backgrounds.
• The company emphasizes a supportive environment that values innovation, collaboration, and customer success.
• Personal data collected during the application process is handled in accordance with the Privacy Policy, and inquiries about data rights can be directed to privacy@formlabs.com.