Key skills
SQLSaaSCommunication
About this role
Role Overview
- Responsible for all communication and coordination during technical escalations – from logging to resolution.
- Initiate and manage escalations between L2 and L3 according to internal processes.
- Validate priority and impact for correct triage.
- Ensure compliance with SLAs and track the progress of escalations.
- Independently handle critical incidents that affect software usability, including structured communication with customers and internal teams.
- Support data migrations, particularly product and customer data imports via SQL databases.
- Handle API-related requests and data exports.
- Participate in customer discussions on technical topics, especially with key accounts.
- Support other support levels as needed (e.g., temporary work in L1 support).
- Guide new colleagues during onboarding and coach L1 support specialists to reduce recurring escalations.
- Contribute to quality assurance and the continuous improvement of our knowledge base.
- Actively participate in optimizing existing support workflows and developing new processes.
Requirements
- Completed vocational training or a degree in a technical, IT, or commercial/business field, or equivalent professional experience
- At least 3 years of experience in technical customer support or data migration, ideally in a SaaS environment
- Strong knowledge of SQL and advanced Excel skills
- Experience with API integrations and data queries
- Strong troubleshooting skills and structured problem analysis
- Resilience, flexibility, and a confident demeanor in dynamic situations
- Strong customer orientation, reliability, and sense of responsibility
- Precise, analytical, and solution-oriented way of working
- Excellent German and English skills, both written and spoken
- Experience in the beauty or hair salon industry is a plus.
Tech Stack
- SQL
Benefits
- Permanent employment with an international company from Ireland, combined with a strong start-up culture in the heart of Cologne (Clouth Quarter)
- 28 days of vacation + 2 wellness days
- Buddy program – an experienced Phorest colleague from the Irish headquarters will support you remotely
- We subsidize your Urban Sports membership
- An international, open-minded team full of drive and a shared goal: to provide the best service in the world
- Not just a job, but a career opportunity. Our goal is to capture 25% of the global market – that's one million salons.