Serve as the first point of contact for customers with technical questions via phone or email
Analyze issues via 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

Minimum 3 years of experience in IT helpdesk or customer support
Degree in an IT-related field or an equivalent qualification
Ability to identify and resolve technical issues
Clear communication skills, a service-oriented approach, and the ability to remain composed in stressful situations
Very good German and English skills (minimum B2 level)

Flexible working hours, hybrid work model, workation options, and sabbatical
Daycare for children under 3 (U3) as well as a childcare subsidy
Urban Sports Club membership and other health/sports benefits (e.g., bike leasing)
Long-term development prospects with a wide range of training opportunities
Varied, healthy, and subsidized lunches in our canteen
Large INFORM summer party, regular company and team events, and a Christmas party

IT Support / Customer Care Specialist

Key skills