First Level - Technical Support Agent (m / f / d)

At Hexagon, our physical security team develops software to safeguard your world. Our video and incident management solutions help our customers quickly resolve incidents and minimize their impact. We are a global company headquartered in the US, with service teams in the US, UK, India, Israel, and Germany. This role is ideal for someone who loves solving complex technical software problems and enjoys helping clients. Become part of our extraordinary team and help us create a safer world!

We are growing and are looking for two First Level - Technical Support Agents (m / f / d) for our location in Bruchsal, Germany. In this role, you will be a key member of our support team delivering exceptional technical assistance to our global partners and customers, ensuring they receive the highest level of service. This position offers a hybrid work arrangement, with 3 days in the office and 2 days working remotely. Please submit your CV in English as part of our global hiring process.

What you will do?

1. Provide first-line technical support, resolving basic issues and troubleshooting common problems regarding networking and software installation; escalate complex issues to engineering, sales, and professional services as needed.
2. Engage with customers through various communication channels, ensuring prompt and effective issue resolution.
3. Contribute to a positive and collaborative work environment, fostering open communication and teamwork.
4. Maintain a positive, empathetic, and professional attitude toward customers at all times.
5. Keep records of customer interactions, transactions, comments, and complaints in Salesforce.
6. Train and maintain knowledge of the physical security products.

What you offer?

1. First experience in customer service/support or a similar role in a tech environment.
2. Bilingual in German and English, both verbal and written.
3. Patient and calm demeanor to handle challenging customers.
4. Excellent communication skills.
5. Experience with ticketing systems is preferred; training will be provided.
6. Ability to work limited on-call or overtime as needed.
7. Basic computer skills including Word, Excel, and Salesforce or another CRM (training provided).
8. Thrives in a fast-paced work environment with a positive attitude and good sense of humor.

What we offer you?

1. 30 days of vacation.
2. The perfect blend of an international company with local culture.
3. Opportunities for professional and personal development.
4. Hybrid work arrangement.
5. Joint team and company events such as hackathons, barbecues, company runs, and more.
6. Bike leasing for your health.

Join Hexagon's physical security team

Passionate about delivering top-notch customer service and technical support while contributing to global safety and security? Apply now! Please include your CV and salary expectations.