TasksYou will serve as the first point of contact for customers seeking technical assistance via phone, support portal, or emailYou will identify and assess customer needs to ensure prompt and accurate supportYou will provide first-level support for basic IT issues and service requests related to systems, applications, and hardwareYou 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 satisfactionYou will maintain and update the Knowledge Base, ensuring documentation is accurate, helpful, and up to dateQualificationsMinimum 2 years of experience in Service Desk, Helpdesk, IT Support or Customer Support Roles with a strong focus on technical issue resolutionExcellent 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 necessaryProblem-Solving Skills: Ability to diagnose and resolve basic technical issues. You will need to be able to prioritize the most important situationsCustomer-oriented and cool-temperedAdvanced proficiency in German (B2–C1) and intermediate proficiency in English (B1)Ability to work in a team and communicate effectivelyGood 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 monthWorking hours: full-time (40h); 27 vacation daysEmployment contract: UnlimitedLine of work: Consulting Language skills: Fluency in written and spoken German and EnglishFlexibility & willingness to travelOther: a valid work permit Show more Show less