About this role

Respond to customer inquiries via phone, email, or chat with clear, accurate information.
Troubleshoot and resolve technical or service-related issues, escalating when needed.
Guide users on how to use products effectively and confidently.
Document customer interactions and update internal systems accordingly.
Contribute to FAQs and the knowledge base to support self-service.
Collect feedback and share insights to improve products and services.
Follow internal policies and meet KPIs such as response time and resolution rate.
Collaborate with teams across sales, support, and project management to ensure smooth resolutions.

Fluent in German and English (spoken and written).
Strong organizational and problem-solving skills, with an analytical and customer-focused mindset.
Completed training in software development or hold a comparable qualification.
Experience in 1st and 2nd level support for software applications (a plus).
Confident working with web-based applications.
Familiar with current technologies such as MSSQL, HTML, JavaScript, and object-oriented programming, ideally using the .NET Framework.

IT Customer Support Representative, German speaking

Key skills