Technical Customer Support Specialist – Level 2

Jobtailor; Berlin; Vor Ort; EUR 42.000 - 64.000; Vollzeit

Zusammenfassung

Jobtailor in Berlin seeks a skilled Technical Customer Support specialist to diagnose and resolve hardware and IoT issues, including firmware OTA updates, connectivity, and app pairing, in German and English.

The role involves choosing remote fixes or replacements, escalating reproducible bugs with clear docs to engineering, and improving our Help Center and AI-assisted reply templates, while maintaining a friendly, parent-focused tone.

Qualifikationen

• Experience in technical customer support for hardware or IoT.
• Able to explain complex tech clearly to stressed parents.
• Excellent German and English written and spoken.
• Experience with common helpdesk systems.
• Structured, self-directed work approach.
• Nice-to-have: firmware/OTA, Bluetooth/WiFi diagnostics, or family-focused products.

Aufgaben

• Diagnose and resolve technical issues including firmware/OTA updates, connectivity, and app pairing.
• Decide whether a device can be fixed remotely or needs replacement, owning the process.
• Escalate reproducible bugs to engineering with clear, structured docs.
• Handle helpdesk tickets in German and English with a friendly, clear tone.
• Maintain and expand the Help Center and reply templates to improve AI-assisted drafts.
• Review and improve responses using AI tools to solve hard cases.

Kenntnisse

Tech Support Experience

Firmware/OTA Troubleshooting

Helpdesk Systems

German/English Proficiency

Structured Work Style

IoT Hardware Knowledge

Tools

Gorgias

Zendesk

Freshdesk

AI Tools

Jobbeschreibung

• Diagnosing and resolving technical cases: failed firmware (OTA) updates, WiFi and LTE connectivity issues, app pairing, Spotify integration
• Deciding whether a device can be fixed remotely or needs replacement, and owning the replacement process
• Escalating reproducible bugs to our engineering team with clean, structured documentation they can act on directly
• Handling helpdesk tickets in German and English in a friendly, clear, and informal tone that parents expect
• Maintaining and expanding our Help Center and reply templates so Level 1 and our AI-assisted drafts keep improving
• Working with AI tools that pre-draft replies — your role increasingly focuses on reviewing, improving, and solving the hard cases rather than repetitive typing.

Requirements

• Experience in technical customer support (Level 2 or comparable), ideally with hardware or IoT products
• Genuine technical depth: you troubleshoot systematically and can explain technology in a way stressed parents understand
• Very good written and spoken German and English
• Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar)
• A self-directed, structured way of working
• Bonus: experience with firmware/OTA topics, Bluetooth/WiFi diagnostics, or products for kids and families

Core Competencies

Demonstrates expertise in diagnosing and resolving technical issues related to firmware updates, connectivity, and app integration, while effectively communicating solutions in both German and English. Proficient in using helpdesk systems and AI tools to enhance customer support processes.

Highest-signal resume keywords

• Technical Customer Support Experience
• Firmware/OTA Troubleshooting
• Helpdesk System Proficiency
• Bilingual Communication Skills
• Self-Directed Work Style

ATS Optimization Keywords

Hard Skills

• Firmware Troubleshooting
• OTA Updates
• WiFi Diagnostics
• Bluetooth Diagnostics
• Technical Documentation
• Helpdesk Ticket Management
• Customer Support
• Systematic Troubleshooting

Soft Skills

• Clear Communication
• Friendly Tone
• Structured Work Approach

Industry Keywords

• IoT Products
• Technical Cases
• Help Center Management
• App Pairing
• Spotify Integration

Tools & Technologies

• Gorgias
• Zendesk
• Freshdesk
• AI Tools