Support Operator

Jobtailor; Deutschland; Remote; EUR 32.000 - 42.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks a customer support specialist to handle and escalate cases, provide guidance on Creatio products, and process cloud-related service requests. You will keep customers informed, resolve issues, and contribute to knowledge base maintenance.

The role emphasizes strong communication, teamwork, and the ability to manage multiple tasks while delivering quality service across phone, chat, and email channels.

Qualifikationen

• Experience in customer or technical support roles.
• Strong understanding of HelpDesk / ServiceDesk operations.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly to users.
• Ability to manage escalations and critical cases with a solution-oriented approach.
• Confident use of office software, email clients, and web browsers.
• Basic understanding of PC architecture and networks.
• Foundational knowledge of databases (DBMS) is a plus.
• Strong teamwork skills and ability to manage multiple tasks simultaneously.
• English proficiency at B2 level or higher.

Aufgaben

• Handle and distribute incoming support cases with proper prioritization and ownership
• Monitor the support queue and proactively take cases into work
• Provide expert guidance on Creatio products and related services
• Process service requests including cloud-related actions, licensing, and SLA activation
• Keep customers informed about case progress and resolution timelines
• Manage escalations and support critical customer situations
• Collect and analyze customer feedback to improve support quality
• Communicate with customers via phone, chat, and email
• Perform remote sessions to assist with issue resolution when required
• Create, update, and maintain knowledge base articles and internal documentation
• Collaborate with the Academy team by providing feedback and content improvement suggestions
• Identify recurring issues and contribute to optimization of support processes and service quality

Kenntnisse

Customer support experience

Escalation management

Excellent communication

Explain technical concepts

Multitasking

Teamwork

English B2+

Tools

Office Software

Email clients

Web browsers

Jobbeschreibung

• Handle and distribute incoming support cases with proper prioritization and ownership


• Monitor the support queue and proactively take cases into work


• Provide expert guidance on Creatio products and related services


• Process service requests including cloud-related actions, licensing, and SLA activation


• Keep customers informed about case progress and resolution timelines


• Manage escalations and support critical customer situations


• Collect and analyze customer feedback to improve support quality


• Communicate with customers via phone, chat, and email


• Provide consultations and explanations tailored to customer needs


• Perform remote sessions to assist with issue resolution when required


• Create, update, and maintain knowledge base articles and internal documentation


• Collaborate with the Academy team by providing feedback and content improvement suggestions


• Identify recurring issues and contribute to optimization of support processes and service quality

Requirements

• Experience in customer or technical support roles


• Strong understanding of HelpDesk / ServiceDesk operations


• Excellent verbal and written communication skills


• Ability to explain technical concepts clearly to users


• Ability to manage escalations and critical cases with a solution-oriented approach


• Confident use of office software, email clients, and web browsers


• Basic understanding of PC architecture and networks


• Foundational knowledge of databases (DBMS) is a plus


• Strong teamwork skills and ability to manage multiple tasks simultaneously


• English proficiency at B2 level or higher

Core Competencies

Demonstrates expertise in customer support and technical guidance, with a strong focus on HelpDesk and ServiceDesk operations. Proficient in managing escalations, analyzing customer feedback, and optimizing support processes to enhance service quality.

Highest-signal resume keywords

• Customer Support Experience


• HelpDesk / ServiceDesk Operations


• Excellent Communication Skills


• Escalation Management


• Technical Concept Explanation

ATS Optimization Keywords

Hard Skills

• Case Management


• Service Request Processing


• Cloud Services


• Database Management Systems (DBMS)


• PC Architecture


• Network Understanding

Soft Skills

• Teamwork


• Solution-Oriented Approach


• Multitasking

Industry Keywords

• Customer Feedback Analysis


• Knowledge Base Management


• Support Process Optimization


• SLA Activation

Tools & Technologies

• Office Software


• Email Clients


• Web Browsers