Technical Customer Support Specialist – Level 2

Jobtailor; Düsseldorf; Vor Ort; EUR 42.000 - 56.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a technical customer support specialist to assist users with IoT hardware issues, from firmware updates to Wi‑Fi and LTE connectivity. You will diagnose problems, determine remote fixes or replacements, and document cases for engineering.

Fluent German and strong English are required, along with experience using helpdesk systems like Gorgias, Zendesk or Freshdesk. You will help maintain the Help Center and templates, and work with AI tools to craft better responses.

Qualifikationen

• Experience in technical customer support for hardware or IoT products.
• Genuine technical understanding to troubleshoot systematically and explain issues clearly to non-technical users.
• Native-level German and very good English, both spoken and written.
• Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk or similar).
• Independent, structured working style.
• Nice to have: firmware/OTA topics, Bluetooth/Wi‑Fi diagnostics, or family-oriented products.

Aufgaben

• Respond to tickets in German and English in an approachable tone.
• Maintain and expand the Help Center and response templates to improve Level 1 and AI drafts.
• Escape reproducible bugs to engineering with clear, actionable documentation.
• Diagnose and resolve technical cases: failed firmware updates, Wi-Fi and LTE issues, app pairing, Spotify integration.
• Decide whether a device can be fixed remotely or needs replacement and manage the replacement process.
• Work with AI tools to draft responses and review/resolve difficult cases.

Kenntnisse

Technical Customer Support

Troubleshooting

Helpdesk System Experience

Native-Level German

Firmware/OTA Knowledge

Tools

Gorgias

Zendesk

Freshdesk

AI Tools

Jobbeschreibung

• You diagnose and resolve technical cases: failed firmware updates (OTA), Wi‑Fi and LTE connectivity issues, app pairing, Spotify integration


• You determine whether a device can be fixed remotely or needs to be replaced, and you manage the replacement process


• You escape reproducible bugs to our engineering team in a structured way, with clear documentation that engineering can act on directly


• You respond to tickets in our helpdesk in German and English-friendly, clear, and using an informal, approachable tone that parents recognize from us


• You maintain and expand our Help Center and response templates so that Level 1 and our AI-generated drafts keep improving


• You work with AI tools that prepare draft responses; your job is increasingly to review, refine and solve the difficult cases, not to do assembly‑line typing

Requirements

• Experience in technical customer support (Level 2 or equivalent), ideally with hardware or IoT products


• Genuine technical understanding: you can troubleshoot systematically and explain technical issues in a way that stressed parents can understand


• Native-level German and very good spoken and written English


• Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar)


• Independent, structured working style


• Nice to have: experience with firmware/OTA topics, Bluetooth/Wi‑Fi diagnostics, or products for children and families

Core Competencies

Demonstrates expertise in technical customer support for hardware or IoT products, with a strong ability to troubleshoot and communicate technical issues clearly to non‑technical users. Proficient in managing helpdesk systems and enhancing customer support processes.

Highest-signal resume keywords

• Technical Customer Support


• Troubleshooting


• Helpdesk System Experience


• Native-Level German


• Firmware/OTA Knowledge

ATS Optimization Keywords

Hard Skills

• Troubleshooting


• Firmware Updates


• Wi‑Fi Diagnostics


• LTE Connectivity


• Bluetooth Diagnostics

Soft Skills

• Clear Communication


• Structured Working Style


• Approachable Tone

Industry Keywords

• IoT Products


• Technical Cases


• Help Center Management


• Customer Support

Tools & Technologies

• Gorgias


• Zendesk


• Freshdesk


• AI Tools