IT Support Customer Care Specialist (all genders)

Inform; Aachen; Hybrid; EUR 45.000 - 60.000; Vollzeit

Zusammenfassung

A leading tech support company in Aachen is seeking a skilled technical support representative to assist customers with their inquiries. You will be the first point of contact, ensuring efficient resolution of technical issues through clear communication. The ideal candidate will have at least 3 years of experience in IT helpdesk or customer support, possess a degree in an IT-related field, and demonstrate bilingual proficiency in German and English. This full-time role offers a hybrid work structure and various employee benefits.

Leistungen

Flexible working hours

U3 daycare and childcare subsidy

Urban Sports Club membership

Training opportunities

Subsidized lunch

Qualifikationen

• Minimum 3 years experience in IT helpdesk or customer support.
• Ability to identify and resolve technical issues effectively.
• Very good German and English skills (B2).

Aufgaben

• Serve as the first point of contact for technical questions.
• Analyse issues through remote access and troubleshoot.
• Document cases and follow up on open tickets.

Kenntnisse

Technical issue resolution

Customer communication

Service orientation

Stress management

Bilingual in German and English

Ausbildung

Degree in IT or related field

Tools

Jira Service Management

ServiceNow

Jobbeschreibung

You support our customers as the first point of contact for technical issues and ensure that problems are resolved quickly and reliably. If you enjoy helping users have solid technical understanding and work in a service-oriented way youll be a great fit for our team.

• Serve as the first point of contact for customers with technical questions via phone or email
• Analyse issues through remote access using appropriate diagnostic methods
• Guide customers clearly and effectively through the troubleshooting process
• Escalate complex cases in a structured manner to the next support level
• Document cases keep information up to date and follow up on open tickets
• Share customer feedback with internal teams and contribute ideas to improve our processes

Must-haves

• At least 3 years of experience in IT helpdesk or customer support
• A degree in an IT-related field or a comparable qualification
• Ability to identify and resolve technical issues
• Clear communication skills a service-oriented approach and composure in stressful situations
• Very good German and English skills (minimum B2 level)

Nice-to-haves

• Experience in Customer Success or SaaS environments
• Knowledge of support coordination or 24 / 7 support structures
• Experience with tools such as Jira Service Management or ServiceNow
• Flexible working hours hybrid work workation sabbatical
• U3 daycare as well as childcare subsidy
• Urban Sports Club membership and other health / sports offers e.g. bike leasing
• Long-term development prospects with a wide range of further training opportunities
• Varied healthy and subsidized lunch in our canteen
• Large INFORM summer party company and team events as well as a Christmas party

Employment Type: Full-Time