Helpdesk Support Engineer (German Fluent)

Helpdesk Support Engineer (12 months contract via a 3rd party)

The Role

As part of the Helpdesk team, you will be responsible for delivering operational support to our customers. You should have a passion for service and a good sense of quality. Your main responsibilities include recording, investigating, and resolving incidents, requests, or problems experienced by our customers while using our products.

You will demonstrate professionalism, quality, knowledge, speed, and friendliness in serving our customers. Technical knowledge and experience are essential to provide the best possible service. You are highly interested in our products and driven to acquire the right knowledge to deliver exceptional customer support.

You contribute to a positive team spirit characterized by openness, humor, passion, and motivation. You show a strong sense of responsibility and are capable of observing and covering colleagues' work when needed. You adopt an entrepreneurial approach in your daily tasks and regularly propose practical improvements for the team and Helpdesk. Our team works towards acknowledged service delivery standards, particularly ITIL, and continually seeks to improve performance and customer satisfaction.

Responsibilities

1. Answer incoming calls from customers and log cases in our CRM system.
2. Respond to other customer contacts such as email inquiries or portal requests.
3. Ensure all cases have the minimum required data for investigation.
4. Understand when to escalate issues to Level 2 or external resolver groups.
5. Follow Helpdesk processes, procedures, and work instructions to deliver services satisfactorily.
6. Check customer service contracts and assist customers in case of uncertainties, conducting research in parallel.
7. Assign new cases to appropriate resolver groups and notify them clearly.
8. Manage incident cases professionally, politely, and promptly.
9. Handle customer escalations and major incidents effectively, maintaining regular communication and knowing when to escalate further.
10. Retain ownership of incident escalation, follow up with resolver groups for updates.
11. Maintain contact with customers, provide feedback, and meet service levels.
12. Use Helpdesk tools effectively, including CRM, telephone systems, mailboxes, internal systems, and knowledge bases.
13. Perform remote troubleshooting of Omnicell, Windows Server, and other devices/infrastructure.
14. Support Field Service Technicians through remote diagnostics and troubleshooting.
15. Coordinate incident cases with engineers and support them as needed.
16. Assess new issues, gather relevant information, and demonstrate initiative.
17. Maintain the asset register in relevant tools.
18. Participate in performance analysis and continuous improvement activities.
19. Perform additional duties supporting installation teams and customers.
20. Participate in an on-call rota for out-of-hours support, including nights and public holidays.

Knowledge and Skills

• 1-3 years experience in a similar customer service role preferred.
• Willingness to learn and develop.
• Excellent organizational skills.
• Proficient in Excel, Windows, and Windows Server.
• Knowledge of computer hardware and networks.
• Fluent in German and proficient in English.

Key Skills

Accounts Receivable, Fund Management, Apache Tomcat, ABAP, Bank Reconciliation, Fiber

Employment Type : Full-Time

Department / Functional Area : Customer Care

Experience : 1-3 years

Vacancy : 1

Helpdesk Support Engineer German Fluent • Bochum, North Rhine-Westphalia, Germany