Role Description We are seeking a Customer Support Coordinator with strong technical expertise and problem-solving skills. The role serves as the first point of contact for international telecom clients, ensuring fast and accurate resolution of issues while maintaining high standards of customer service. This is a fully remote role, open to candidates based in Lebanon and Syria, offering stability, international exposure, and opportunities for professional growth. Tasks - Technical Support - Provide Tier 1 technical assistance via phone, email, and chat for server, network, and software-related issues. - Troubleshoot DNS, SSL, FTP, and other network protocol configurations. - Assist customers with technical solutions, installations, and usage guidance. - Incident Management - Accurately document all support interactions within CRM systems. - Escalate unresolved issues with detailed diagnostic information. - Maintain proactive and transparent communication with clients during the resolution process. - Process and Service Improvement - Contribute to the development of internal knowledge bases and technical documentation. - Identify recurring issues and propose improvements to enhance service delivery. - Participate in initiatives to streamline workflows and optimize customer support processes. Qualifications - Bachelor’s degree in IT, Telecommunications, or Computer Science. - Minimum of 2 years of technical support experience, preferably in telecom or IT infrastructure. - Technical proficiency in: - Network protocols (DNS, SSL, FTP) - CRM platforms - Remote support tools - Fluent English, both written and spoken. - Stable remote work setup, based in Lebanon or Syria. Requirements - Preferred - Professional certifications such as CCNA or CompTIA Network+. - Experience with telecom systems (VoIP, 5G, SD-WAN). - Arabic language proficiency. - Flexibility to provide occasional off-hours support. Benefits - 100% remote work arrangement, accessible from Lebanon or Syria. - Stable, long-term employment with clear career progression. - Exposure to international clients and multicultural teams. - Paid vacation and public holidays. - Annual training budget to support professional and technical development.

Role Description Wir suchen einen engagierten Customer Success Manager (m/w/d), der unser Team verstärkt und maßgeblich zur Erreichung unserer strategischen Ziele beiträgt. - Kundenbetreuung: Du unterstützt unsere Kunden sowohl telefonisch als auch elektronisch bei Anwendungsfragen und technischen Problemen. Dabei sorgst Du für eine schnelle und kompetente Lösung ihrer Anliegen. - Fehlerqualifizierung: In enger Zusammenarbeit mit unseren Kunden analysierst Du eingehende Fehlermeldungen. Du qualifizierst die Probleme, findest Erstlösungen und dokumentierst diese präzise in unserem Ticketsystem (Zendesk). - Priorisierung & Klassifizierung: Du bist für die Analyse, Priorisierung und Klassifizierung der eingehenden Fehlermeldungen zuständig, um sicherzustellen, dass die dringlichsten Probleme zeitnah bearbeitet werden. - Kundendatenpflege: Du legst neue Kundendaten an, pflegst diese und kümmerst Dich um die damit verbundene Korrespondenz. Du sorgst dafür, dass alle Informationen immer auf dem neuesten Stand sind. Qualifications - Eine abgeschlossene Ausbildung im IT- oder kaufmännischen Bereich oder vergleichbare Qualifikationen. - Hohe Internetaffinität und Lösungskompetenz; sicherer Umgang mit Internet und PC. - Positives, sicheres und freundliches Auftreten gegenüber Kunden und Mitarbeitern; Freude daran, anderen zu helfen. - Strukturierte, selbstständige und eigenverantwortliche Arbeitsweise in einem netten Team. - Sozialkompetenz, Eigeninitiative und Überblick auch in stressigen Situationen. - Professionelle schriftliche und mündliche Kommunikation in deutscher (bestenfalls auch in englischer) Sprache. Benefits - Remote-First-Team (deutschlandweit) – keine Bindung an einen Standort. - Workation auf Mallorca: Möglichkeit, die angemietete Villa auf Mallorca für eine inspirierende Kombination aus Arbeit und Erholung zu nutzen. - Inspirierende und flexible Arbeitsumgebung, die auf Vertrauen und Eigenverantwortung basiert. - Möglichkeit, an der Gestaltung der Unternehmensstrategie und -kultur mitzuwirken. - Engagiertes Team und die Chance, gemeinsam an innovativen Lösungen zu arbeiten. - Attraktive Vergütungspakete und Entwicklungsmöglichkeiten. - Regelmäßige Teamevents und Weiterbildungsangebote. - 30 Tage Jahresurlaub und einen unbefristeten Arbeitsvertrag.

Role Description The Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNow’s long-term value by accelerating customers’ journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives. As a trusted advisor, you’ll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow’s teams and strategic partners. - Drive Post-Sales Success: Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes. - Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success. - Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization. - Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities. - Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success. - Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team. - Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized. Qualifications - Extensive experience leading large-scale digital business transformations, acting as a trusted advisor to both internal and C-level customer executives. - Expert in governance, strategy, and execution across cross-functional teams with a track record of delivering scalable, repeatable success. - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. - Educational Background: BA/BS or equivalent required, Master’s degree preferred. - A minimum of 12 years in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software). - Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. - Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives. - A history of working across multiple functions and driving alignment in large, matrixed environments. - Strong experience building relationships with C-level business leaders, including within some of the world’s largest enterprises. - Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities. - Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently. - Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels. - Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction. Benefits - Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Additional Information - ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. - If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance. - For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.

• Maintain and respond to support/task tickets in Ontic's help desk system • Responsible for owning a wide variety of client requests from start to finish while ensuring key stakeholders are consistently updated with relevant information • Create and improve internal and external support documentation • Act as a liaison between clients and development, when necessary, to resolve difficult technical issues faced by our clients • Report on metrics related to client issues, themes, bug closure rate, and SLAs • Work cross-functionally with Client Success Managers, Product Managers, and development teams to deliver exceptional service, and ensure we are exceeding client expectations • Be a client-facing representative of Ontic and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindset • Assist in updating our client knowledge portal