Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty
Provide friendly and effective technical support to customers via various channels, ensuring their confidence in our assistance
Actively listen to customers, asking relevant questions, and appropriately challenging them to ensure thorough issue understanding
Take ownership of each assigned incident from start to resolution, providing timely updates and maintaining communication throughout the process
Collaborate with customers to determine the severity and priority of each issue, adhering to SLA targets for resolution
Focus on root cause correction to prevent issue recurrence, proactively pulling challenging cases to sharpen skills
Create and update knowledge base articles using KCS methodology, contributing to the collective knowledge of the team
Continuously develop industry knowledge, identify and report software issues, maintain consistent performance, and avoid escalation through effective communication and resource engagement

Bachelor’s degree in computer science, Business Information Systems, Networking or similar field, or equivalent work experience required
Minimum 2 years' experience in technical support, specifically supporting Internet Service Providers, networks, or Business Software
Proficient in at least one technology area such as Contact center software, Telecommunications, Computer Networking, Programming, or Integrations
Strong technical skills encompassing various technologies including protocols, databases, APIs, scripting, and browser software
Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
Familiarity with CRM software like Salesforce
Exceptional written and verbal communication skills
Effective time management and multitasking abilities in dynamic, interrupt-driven environments
Demonstrated ability to work both independently and collaboratively in fast-paced settings, with adaptability and strong problem-solving skills

Junior Technical Support Engineer, German

Key skills