Help Desk Support Specialist

Location: Frankfurt or Munich, Germany - Remote: Occasional Visit to Client's Office

Duration: 12 Months

Employment Type: Fixed Term Contract (FTC)

Language: German - C1

We are looking for a Voice Support Engineer to provide inbound and outbound voice-based technical support to users in the automobile domain . The role focuses on handling customer calls, resolving issues at first contact where possible, and ensuring a high-quality support experience.

Key Responsibilities

• Provide voice-based L1/L2 technical support for automotive applications and systems
• Handle customer and user queries via phone calls in a professional and customer-focused manner
• Diagnose and resolve common application, system, and access-related issues
• Log, track, and update incidents using a ticketing system
• Escalate unresolved or complex issues to L2/L3 support teams
• Follow support processes, SLAs, and quality standards
• Provide clear updates and explanations to users regarding issue resolution
• Maintain accurate call and incident documentation

Required Skills & Experience

• Experience in voice support / call center / service desk roles
• Exposure to IT or application support (automobile domain preferred)
• Strong troubleshooting and customer-handling skills
• Good verbal communication skills and professional phone etiquette

Nice to Have

• Knowledge of ITIL / incident management processes
• Basic technical understanding of applications or systems

Seniority Level

• Associate

Employment Type

• Contract

Job Function

• Information Technology
• IT Services and IT Consulting