B2B Customer Support Manager (m/w/d)

Halvotec Information Services GmbH; Pfraundorf; Hybrid; EUR 45.000 - 60.000; Vollzeit

Zusammenfassung

A software solutions company located in Germany is looking for an experienced support professional to manage incoming support requests and enhance support processes. The ideal candidate will possess strong knowledge of Jira Service Management and be fluent in both German and English. The role offers flexible working arrangements, continuous training, and modern workplace equipment.

Leistungen

Flexible mobile office arrangements

Access to state-of-the-art software and hardware

Diverse training opportunities

Friendly atmosphere with short decision-making paths

Subsidized membership to EGYM Wellpass

Qualifikationen

• Several years of experience in support, ideally within a B2B software company.
• Strong knowledge of Jira Service Management and capable of configuring workflows.
• Communicative, fluent in both German and English – spoken and written.
• Very good IT knowledge, including basic database skills.
• Enjoy managing knowledge and improving support processes.
• Motivated to develop expertise in RAQUEST software.

Aufgaben

• Analyze and categorize incoming support tickets in Jira Service Management.
• Ensure support requests meet quality standards and service-level agreements.
• Research solutions in the Confluence knowledge base.
• Establish efficient processes for resolving inquiries.
• Support development of the 2nd Level Support team.
• Contribute innovative ideas to improve support efficiency.

Kenntnisse

Experience in support

Knowledge of Jira Service Management

Fluent in German and English

IT knowledge and database skills

Knowledge management

Motivation for continuous development

Jobbeschreibung

Your mission

• You analyze and categorize incoming support tickets in Jira Service Management and either handle them independently or forward them in a targeted manner.
• You ensure that support requests meet our content and quality standards and that service-level agreements are adhered to.
• You research solutions in our Confluence knowledge base and continuously expand it.
• You establish efficient processes so that most inquiries can be resolved already at the 2nd level.
• You support the development of our 2nd Level Support team and grow into an expert for our software solution RAQUEST.
• You contribute innovative ideas to make support even more efficient, for example by using AI.

Your Skills

• You have several years of experience in support, ideally within a B2B software company.
• You have strong knowledge of Jira Service Management and confidently configure workflows.
• You are communicative and fluent in both German and English – spoken and written.
• You possess very good IT knowledge, including basic database skills, and understand the IT structures of a company.
• You enjoy managing knowledge and sustainably improving support processes.
• You are motivated to continuously develop yourself and become a seasoned professional for our software.

Why Halvotec?

• Decide for yourself where you work most effectively—we offer flexible mobile office arrangements.
• You’ll always have access to state-of-the-art software, hardware, and workplace equipment.
• We aim to give you plenty of space to grow both professionally and personally, which is why we offer diverse training opportunities through our Halvotec Academy.
• You’ll experience a friendly atmosphere with short decision-making paths and a culture of appreciative feedback, where you can truly make an impact.
• With a subsidized membership to EGYM Wellpass, you can work out at gyms and access numerous sports and wellness facilities across Germany.
• And there are even more benefits we provide to our employees—feel free to take a look athttps://halvotec.de/benefits/ to learn more.