Technical Support Employee (m/f/d)

Gulp Ag; Köln; On-site; EUR 42,000 - 56,000; Full time

Job summary

Gulp AG sucht eine*n engagierte*n Spezialist*in für Kundenservice und Partnermanagement in Köln. Die Stelle ist 100% vor Ort, Start so bald wie möglich, unbefristet.

Qualifications

• Abgeschlossene kaufmännische/technische Ausbildung und mehrere Jahre Berufserfahrung im Servicemanagement.
• Sicherer Umgang mit Ticket- und CRM-Systemen; technisches Verständnis.
• Erfahrung in der Analyse und Optimierung von Serviceprozessen.
• Ausgeprägte Kommunikations- und Konfliktlösungsfähigkeiten; selbstständige Arbeitsweise.
• Deutsch auf Muttersprachenniveau; Englisch vorteilhaft.

Responsibilities

• 1st & 2nd Level Support: Tickets von Kunden, Eigentümern und Partnern bearbeiten und SLA-konform nachverfolgen.
• Partner-Management & Schulung: externe Baupartner zu IT-Systemen, Prozessen und Standards schulen.
• Schnittstelle & Administration: Stammdaten pflegen, Systemzugänge vergeben, komplexe Reklamationen lösen.
• Prozessoptimierung: Service-Daten analysieren und Engpässe beheben; IT-Anforderungen formulieren.

Skills

Kommunikationsstärke

Konfliktlösung

Eigenständiges Arbeiten

IT-Affinität

Ticket-Systeme

Education

Kaufmännische/technische Ausbildung

Tools

CRM-Systeme

Job description

For our client in the telecommunications/infrastructure sector, we are seeking a dedicated specialist for customer service and construction partner management. The goal of this position is to act as a central point of contact, ensuring seamless communication between customers, residents, and external construction partners, structuring partner support, and continuously optimizing service processes. Details: Start as soon as possible, location Cologne, 100% on-site in Cologne, permanent position with Randstad Professional, on-site work at the client's location. Responsibilities include: 1st & 2nd level support: processing and tracking tickets from customers, property owners, and construction partners in compliance with SLAs; partner management & training: supporting and training external construction partners regarding IT systems, processes, and standards (digital & on-site); interface & administration: maintaining master data, granting system access, and resolving complex complaints with internal/external stakeholders; process optimization: analyzing service data to eliminate bottlenecks and creating technical requirements for IT to optimize systems.

• Foundation: Completed commercial/technical training and several years of professional experience in service management or customer service.
• Systems & IT affinity: Confident handling of ticket and CRM systems, strong technical understanding.
• Process understanding: Experience in analyzing and optimizing service processes.
• Soft skills: Excellent communication and conflict resolution skills, independent work style, and ideally, experience in training/instruction.
• Languages: German at native/native speaker level (C1/C2), English is an advantage.