Technical Support and Training Specialist

**JOB OFFER - TECHNICAL SUPPORT AND TRAINING SPECIALIST**

**About Terra Matters G.I.E**:
Terra Matters is a pioneering Economic Interest Group backed by the Ministry of the Economy of Luxembourg and the Chamber of Commerce of Luxembourg. Our mission revolves around fostering a circular economy towards companies and namely through its core strategic initiative called the Product Circularity Data Sheet (PCDS), a promising sustainable solution today supported by 50+ reputable companies at an international level. Committed to the vision of a greener future, we're embarking on an exciting journey to develop and launch innovative solutions that drive positive change for our planet.

**Why Join Us?**

At Terra Matters, we're on an adventure, and we want you to be part of it. As a startup-driven organization, we're building from a blank page
- which means your contributions have the power to shape our journey and impact. We are committed to innovation and as a team member, you'll have access to cutting-edge tools and technologies that enable you to turn ideas into reality.

This quest is about more than just business. It's about making a real difference. Our work is driven by a passion for sustainability and a genuine desire to improve our world. When you join us, you're not just taking a job - you're joining a mission to create positive change that matters.

Our values are at the heart of everything we do. We believe in collaboration, empowerment, openness, and trust. You'll be part of a cohesive team that encourages diverse perspectives, innovative thinking, and personal growth.

We offer competitive benefits that reflect your dedication and hard work. As we embark on this journey together, you'll play a significant role in shaping the future of the circular economy and leaving a lasting impact on our planet.

**Summary**:
Join us as a **Technical Support and Training Specialist** and be crucial in ensuring our users and partners have a smooth and efficient experience with our PCDS platform. Your role will involve strengthening front-end relations with users, supporting our product optimization, and delivering training. With a strong background in customer support, technical troubleshooting, and training, you will ensure operational excellence and high satisfaction.

**Responsibilities**:

- **User Support and Relationship Management**:

- Address technical questions and issues from users and partners using the PCDS platform, ensuring timely and effective resolutions.
- Build and nurture strong relationships with users and partners to ensure high levels of satisfaction and retention.
- Maintain comprehensive records of user interactions, technical issues, and resolutions.
- **Operational Maintenance and Continuous Improvement**:

- Monitor platform performance and work closely with the product and technical teams to ensure smooth operation and mínimal downtime.
- Collaborate with the product and technical teams to identify and resolve any technical issues promptly.
- Collect and provide feedback to the product team to inform platform improvements and iterations.
- Suggest and document enhancement propositions based on user feedback and industry best practices.
- **Training and Documentation**:

- Develop and deliver training materials and sessions for users and partners, ensuring they understand how to effectively use the PCDS template and platform.
- Create and maintain comprehensive documentation and guidance for users, including guides, FAQs, videos and troubleshooting tips.

**Qualifications and Skills**:

- **Core Competencies**:

- At least bachelor’s degree in business, Information Technology, engineering, or a related field.
- 3-5 years minimum experience in a similar role.
- Proven experience in customer support, technical support, or a similar role, preferably within a SaaS environment.
- Strong technical aptitude with the ability to troubleshoot and resolve technical issues.
- **Technical Skills**:

- Proficiency in using and supporting SaaS platforms.
- Familiarity with database management, software installation, and basic coding is a plus.
- Experience with customer support software and tools.
- **Training and Documentation**:

- Demonstrated experience in developing and delivering training materials and sessions.
- Excellent ability to create and maintain comprehensive documentation, including user guides, FAQs, and troubleshooting tips.
- **Communication and Relationship Management**:

- Excellent verbal and written communication skills in both French and English. Knowledge of Luxembourgish and German is an asset.
- Strong interpersonal skills with the ability to build and nurture relationships.
- **Other Skills**:

- Understanding of circular economy concepts and sustainable practices is a plus.
- Flexible and agile mindset.
- Ability to work independently in a dynamic, fast-paced environment.

**Package**:competitive 12 months base salary, annual performance-based bonus, meal vouchers, 30 day