IT - Support / Customer Care Specialist (all genders)

Stellenbeschreibung:

You support our customers as the first point of contact for technical issues and ensure that problems are resolved quickly and reliably. If you enjoy helping users, have solid technical understanding, and work in a service-oriented way, you’ll be a great fit for our team.

What you can move with us:

Serve as the first point of contact for customers with technical questions via phone or email
Analyse issues through remote access using appropriate diagnostic methods
Guide customers clearly and effectively through the troubleshooting process
Escalate complex cases in a structured manner to the next support level
Document cases, keep information up to date, and follow up on open tickets
Share customer feedback with internal teams and contribute ideas to improve our processes

What you bring along:

Must-haves

At least 3 years of experience in IT helpdesk or customer support
A degree in an IT-related field or a comparable qualification
Ability to identify and resolve technical issues
Clear communication skills, a service-oriented approach, and composure in stressful situations
Very good German and English skills (minimum B2 level)

Nice-to-haves

Experience in Customer Success or SaaS environments
Knowledge of support coordination or 24/7 support structures
Experience with tools such as Jira Service Management or ServiceNow

How we value your work:

Flexible working hours, hybrid work, workation, sabbatical
U3 daycare as well as childcare subsidy
Urban Sports Club membership and other health/sports offers e.g. bike leasing
Long-term development prospects with a wide range of further training opportunities
Varied, healthy and subsidized lunch in our canteen
Large INFORM summer party, company and team events as well as a Christmas party