Tasks

• You will serve as the first point of contact for customers seeking technical assistance via phone, support portal, or email
• You will identify and assess customer needs to ensure prompt and accurate support
• You will provide first-level support for basic IT issues and service requests related to systems, applications, and hardware
• You will escalate unresolved issues or complex service requests in accordance with agreed service level agreements (SLAs)
• You will work continuously to improve customer service, user perception, and overall satisfaction
• You will maintain and update the Knowledge Base, ensuring documentation is accurate, helpful, and up to date
  

Qualifications

• Minimum 2 years of experience in Service Desk, Helpdesk, IT Support or Customer Support Roles with a strong focus on technical issue resolution
• Excellent Communication Skills: You will be listening and speaking to people by phone, often in some state of distress. Your ability to listen, speak plainly, and communicate effectively will be necessary
• Problem-Solving Skills: Ability to diagnose and resolve basic technical issues. You will need to be able to prioritize the most important situations
• Customer-oriented and cool-tempered
• Advanced proficiency in German (B2–C1) and intermediate proficiency in English (B1)
• Ability to work in a team and communicate effectively
• Good understanding of IT concepts (i.e. email, AD, OS, Mobile devices etc.)
  

Things to know before departure:

• Start: by arrangement - always on the 1st and 15th of the month
• Working hours: full-time (40h); 27 vacation days
• Employment contract: Unlimited
• Line of work: Consulting
• Language skills: Fluency in written and spoken German and English
• Flexibility & willingness to travel
• Other: a valid work permit

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