Responsibility for the technical support of the ESET portfolio in the B2B segment for end customers and partners in the DACH region
Definition and monitoring of KPIs for customer satisfaction
Ensuring the quality of support
Point of contact for escalations or unresolved technical issues
Leadership of a Germany-wide distributed remote team and its continuous development
Support with documentation and tracking of incoming reports in the CRM system
Participation in cross-departmental projects
Regular reporting to the Director of Customer Care

Completed vocational training in the IT field or a technical university degree
At least 5 years of professional experience in technical support
Experience leading remote teams in customer service, support, or similar areas
Good knowledge of common MS Office applications as well as CRM and ticketing systems
Strong customer orientation
Excellent communication skills
Structured way of working
High resilience / ability to work under pressure
Very good command of German and English, written and spoken
Willingness to travel occasionally

ESET

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