About this role

Receive and handle technical customer inquiries (phone, email, ticketing system)
Independently perform first-level diagnosis and troubleshooting via Remotefix (remote support)
Guide customers through technical issues or questions about product operation
Document all steps and actions in the CRM/ERP system
Work closely with scheduling/dispatch and field service (escalate complex cases)
Support quality assurance and the continuous improvement of service processes
Provide technical guidance and support to new colleagues

Completed technical, IT-related or commercial vocational training (e.g., mechatronics technician, IT systems salesperson, electronics technician, office administrator, or similar)
Several years of experience in technical customer service, ideally with remote support
Strong technical understanding and diagnostic skills
Excellent communication skills and a solution-oriented mindset
Confident use of digital tools, ticketing systems and remote-access software
Team player with initiative and a strong sense of responsibility
Customer-focused approach, even in stressful situations

A secure full-time position with the possibility of permanent employment after 2 years
A varied and engaging role in a friendly team with flat hierarchies
Employee discount on items in the Tchibo online shop
Contribution toward gym memberships
Participation in the Eurorad bike leasing program
Subsidy for public transportation
Monthly supply of coffee for home

Senior Customer Service Representative – Focus: Remotefix

Key skills