Customer Service / Support Specialist

This role is for a Support Specialist position focused on handling customer inquiries and support tickets, with a company in the Technology industry.

• Fluent German (C1/C2 level) and good command of English.
• Previous experience in a customer support, service desk, helpdesk, or ticket management role.
• Experience working with ticketing systems and customer service tools.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.

Nice to have:

• Experience in an international or multilingual support environment.
• Familiarity with SLA management and service performance reporting.
• Experience using CRM or customer support platforms such as ServiceNow, Zendesk, and Jira Service Management.

• Manage and process incoming customer inquiries via ticketing systems, email, and other communication channels.
• Ensure timely handling, prioritization, and resolution of support tickets in accordance with established service levels.
• Communicate professionally with customers to provide updates, solutions, and guidance.
• Monitor and maintain relevant operational and service KPIs, ensuring targets are consistently met.
• Escalate complex issues to the appropriate teams and follow up until resolution.
• Maintain accurate documentation of customer interactions and ticket resolutions.
• Identify recurring issues and contribute to process improvement initiatives.
• Collaborate with internal stakeholders to ensure a seamless customer experience.