Your main responsibilities include:
- Acting as the first point of contact for customer support queries
- Investigating and troubleshooting technical issues, identifying root causes
- Resolving tickets within agreed SLA timelines or escalating when needed
- Working closely with Development to report and document software bugs
- Keeping customers informed through clear and timely communication
- Taking ownership of tickets from start to finish
- Prioritizing and managing your workload effectively
- Identifying customer feedback, improvement opportunities, and potential upsell signals
To be successful in this role, you combine strong communication skills with a technical mindset and a customer-focused approach.
You bring:
- Fluency in English and a good command of German (at least C1 level)
- A technical background (education or experience in IT)
- Experience with SQL and working with databases (RDBMS)
- Around 2+ years of experience in a service-oriented or support environment
- Strong communication skills and the ability to explain technical issues clearly
- A customer-focused mindset with empathy and professionalism
- The ability to prioritize, stay organized, and manage your own workload
- A problem-solving attitude with a structured approach
- A proactive, self-motivated way of working, while also being a team player
- Experience with ITIL or ticketing systems
- Knowledge of technologies such as XML, XSLT, JavaScript, or server environments (Windows/Unix)
- A salary between €42k-€45k/year, based on experience
- 25 vacation days per year
- Hybrid work policy (3x2 on average)
- Travel compensation
- A good retirement plan
- An open and friendly work environment, with growth opportunity and structured development path
€3200.00 - €3400.00 monthly