IT - Support / Customer Care Specialist

• Serve as the first point of contact for customers with technical questions via phone or email
• Analyse issues through remote access using appropriate diagnostic methods
• Guide customers clearly and effectively through the troubleshooting process
• Escalate complex cases in a structured manner to the next support level
• Document cases, keep information up to date, and follow up on open tickets
• Share customer feedback with internal teams and contribute ideas to improve our processes

• At least 3 years of experience in IT helpdesk or customer support
• A degree in an IT-related field or a comparable qualification
• Ability to identify and resolve technical issues
• Clear communication skills, a service-oriented approach, and composure in stressful situations
• Very good German and English skills (minimum B2 level)

Nice-to-haves

• Experience in Customer Success or SaaS environments
• Knowledge of support coordination or 24/7 support structures
• Experience with tools such as Jira Service Management or ServiceNow

• Flexible working hours, hybrid work, workation, sabbatical
• U3 daycare as well as childcare subsidy
• Urban Sports Club membership and other health/sports offers e.g. bike leasing
• Long-term development prospects with a wide range of further training opportunities
• Varied, healthy and subsidized lunch in our canteen
• Large INFORM summer party, company and team events as well as a Christmas party