Customer Care Supporter 2nd Level (m/f/d)
Adaugat: Azi
Viamedici
Customer Care Supporter 2nd Level (m/f/d)
Adaugat: Azi
Viamedici
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YOUR CHALLENGES
Advanced Technical Support & Escalation Handling
You act as the technical backbone of our Customer Care by supporting the 1st level team with complex issues and taking ownership of escalated tickets. You work directly with business customers to ensure fast, sustainable resolutions.
Troubleshooting & Root Cause Analysis
You analyze incidents in depth, identify root causes across system layers, and implement long-term solutions instead of quick fixes. You ensure that recurring issues are properly addressed and prevented.
System & Environment Analysis
You work within complex system landscapes, including cloud and on-premise environments, and use logs, monitoring tools, and database queries to diagnose issues effectively.
Documentation & Knowledge Management
You create, refine, and maintain high-quality technical documentation, ensuring that solutions are reusable and accessible for both internal teams and customers.
Cross-Functional Collaboration & Communication
You collaborate closely with Product, Development, and other internal teams to clarify issues, provide technical insights, and drive sustainable improvements.
Continuous Improvement
You proactively identify patterns in incidents, contribute to process improvements, and help optimize support workflows, tools, and knowledge bases.
STAND OUT WITH THESE QUALIFICATIONS
Technical Expertise
Strong knowledge of Linux/Unix and Windows server environments, including troubleshooting in distributed systems.
Database & Data Handling
Experience with databases such as MSSQL, PostgreSQL, and ElasticSearch, including querying and basic performance analysis.
Integration & Data Formats
Solid understanding of XML, JSON, and HTML, especially in the context of system integrations and data exchange.
Programming & Scripting Skills
Basic programming or scripting skills (e.g. Python) to support analysis and automation tasks.
Education
Bachelor’s degree in Computer Science, IT or a related field
Professional Experience
At least 2 years of experience in technical support, ideally in a B2B or enterprise software environment.
Language Skills
You communicate fluently in english written and spoken, german is a plus.
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