About this role

Receive and handle technical customer inquiries (phone, email, ticketing system)
Perform independent initial diagnostics and troubleshooting via Remotefix (remote maintenance)
Guide customers through technical issues or operational questions
Document all steps in the CRM/ERP system
Collaborate closely with 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 sales specialist/administrator, electronics technician, office clerk, or similar)
Several years of experience in technical customer service, ideally with remote support
Strong technical aptitude and troubleshooting 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

Senior Customer Service Representative – Remote Support Focus

Key skills