Technical Customer Support (m/f/d)

Stellenbeschreibung:

We are looking for a dedicated and service-oriented Technical Customer Support Specialist (MCS) to assist our customers with their day-to-day IT operations and ensure everything runs smoothly. If you enjoy working in a structured manner, thrive on technical challenges, and enjoy direct contact with users, this is the perfect role for you. In this position, you will be the first point of contact for IT inquiries and will ensure high customer satisfaction by providing quick and efficient solutions.

Responsibilities

Handling IT calls and incidents, including identification, documentation, categorization, prioritization, and initial support
Ensuring service quality for customers based on established procedures
Providing support to end users via phone and remote support tools; analyzing incoming issues and requests, and providing first-level support, including problem identification
Implementing solutions or workarounds for end-user issues and requests
Logging calls and incidents in a defined standard platform / ITSM tool
Correct categorization and prioritization of incoming calls
Involvement of additional support teams as needed by forwarding tickets in the ITSM tool
Processing service requests, such as password resets
Communicating and escalating issues at the functional (n-level support) or hierarchical (supervisor) level
Continuous documentation of work performed
Ongoing updating of the knowledge base
Communicating and, where possible, resolving complaints and escalations
Communication with all departments as needed
Accurate, complete, and timely sharing of information
Compliance with the internal regulations and work processes of the company and the client