Customer Support Specialist (m/w/x)

Contract type

Ongoing

Work mode

Hybrid · 2 days/week in office · Hamburg, Germany

Experience

3 years

Job description

Customer Support Specialist providing technical support to B2B customers, handling 1st and 2nd level tickets and improving support processes.

Act as the contact for technical inquiries via email, phone or the ticket system and support technical onboarding of customers.
Solve more complex cases, work with the DevOps and product team and handle technical realization of customer projects.
Monitor SLA times and proactively keep customers updated.
Maintain FAQs, develop tutorials for customers and document solutions for other teams such as Sales.
Recognize patterns, develop templates for frequent requests and help improve the support continuously.

Experience in technical customer service or IT support.
Knowledge of system integration and/or networking: TCP/IP, DNS, DHCP, routing and switching, VLANs, VPN, firewalls.
Enjoyment of communication with people and with systems.
Structured, solution-oriented working style with independent task organization and ownership of implementation.
Fluent German (C2) and solid English (B2).

Targeted training offers for professional and personal development.
Agile working environment with room to shape processes and implement ideas.
Flexible working hours.
Open company culture with short decision paths and exchange between teams and management.
Teamwork-focused culture.
A buddy supports onboarding into the new role.
Free access to professional psychological support via OpenUp, also for up to three family members.
5 days of special leave per year for social engagement.
Choice of a 50 € monthly allowance for public transport, internet or Urban Sports Club.