Technical Support

Jobtailor; Baden-Württemberg; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a skilled technical support specialist to act as the central point of contact for customers, handling inquiries via phone, email, and ticketing systems while capturing essential details.

You will analyze and resolve issues (Lvl 1–3), communicate status clearly, manage escalations per procedures, ensure high service levels, and contribute to knowledge base updates to promote self-service.

Qualifikationen

• Strong technical diagnostic skills and ability to read complex documentation and circuit diagrams.
• Proficiency with ticketing systems, CRM, knowledge bases, and remote tools.
• Excellent communication and professional interaction with customers, dealers, and teams.
• High responsibility for data quality, process compliance, and durable problem resolution.
• Enjoy being the friendly 'voice of the company' and driving customer satisfaction daily.

Aufgaben

• Serve as central contact for technical inquiries via phone, email, and ticketing, capturing all details.
• Analyze and resolve technical issues (Level 1–3) using knowledge bases and remote tools.
• Inform requestors about status and next steps, ensuring a positive customer experience.
• Assess urgency and escalate complex cases to product specialists or R&D per procedures.
• Ensure service levels by documenting cases and maintaining solution quality.
• Create and maintain knowledge base entries to support colleagues and promote self-service.

Kenntnisse

Technical Diagnostic Skills

Ticketing Systems Proficiency

Strong Communication Skills

Data Quality Responsibility

Knowledge Base Management

Tools

Ticketing Systems

CRM Systems

Knowledge Bases

Remote Tools

Parts Catalogs

Jobbeschreibung

Responsibilities

• Act as the central point of contact: Receive technical inquiries professionally via phone, email and the ticketing system, and accurately capture all relevant information (customer, machine, fault description).
• Deliver solutions: Independently analyze and resolve technical issues (Level 1–3), relying on our knowledge bases, documentation, remote tools and your personal expertise.
• Master communication: Proactively and clearly inform requestors about status and next steps, taking ownership to ensure a consistently positive customer experience throughout the support process.
• Manage escalations: Confidently assess the urgency of requests and escalate highly complex cases to product specialists or R&D according to defined procedures.
• Ensure quality: Share responsibility for meeting our service levels (response and resolution times), ensure the technical correctness of your solutions and document all support cases comprehensively in the ticketing system.
• Share knowledge: Create and maintain entries in our knowledge base to optimally support colleagues and actively promote self‑service solutions.

Requirements

• Strong technical diagnostic skills and the ability to confidently read and apply complex technical documentation and circuit diagrams.
• Proficiency with the relevant systems (ticketing systems, CRM, knowledge bases, parts catalogs and remote tools).
• Strong communication skills and the confidence to engage with customers, dealers and internal teams in a solution‑oriented, professional manner.
• A high level of responsibility for data quality, process compliance and sustainable problem resolution.
• Enjoy being the friendly, competent “voice of the company” and increasing customer satisfaction every day.

Core Competencies

Demonstrates strong technical diagnostic skills and the ability to analyze and resolve technical issues independently while ensuring high‑quality customer interactions. Proficient in managing escalations and maintaining comprehensive documentation to support service levels and customer satisfaction.

Highest-signal resume keywords

• Technical Diagnostic Skills
• Ticketing Systems Proficiency
• Strong Communication Skills
• Data Quality Responsibility
• Knowledge Base Management

Hard Skills

• Technical Issue Resolution
• Complex Technical Documentation
• Circuit Diagram Interpretation
• Service Level Compliance
• Problem Resolution

Soft Skills

• Customer Engagement
• Professional Communication
• Ownership of Customer Experience
• Solution-Oriented Mindset

Industry Keywords

• Customer Satisfaction
• Technical Support
• Escalation Management
• Self-Service Solutions

Tools & Technologies

• Ticketing Systems
• CRM Systems
• Knowledge Bases
• Remote Tools
• Parts Catalogs