1st Level Support / Telephone Support Representative

This is a fully remote position, open to applicants in Germany.

📋 Description

• Address customer inquiries via phone while providing effective assistance, with support from email and chat as needed.

• Evaluate inquiries, directly resolve standard issues, and offer guidance on applications.

• Document and record all interactions in the ticketing system.

• Methodically escalate complex cases to 2nd Level Support or the development team.

• Maintain the knowledge base and contribute feedback on recurring issues.

• Act as the primary point of contact for customers of SelectLine Software GmbH.

⛳️ Requirements

• Proficient in speaking and writing German at a C1 level, ensuring clear, understandable, and courteous communication, including via phone.

• Completed vocational training in a business or IT-related discipline, or possess equivalent experience.

• Experience in customer service or support is required; career changers are encouraged to apply.

• Strong PC skills (Windows, Microsoft Office) and a keen interest in software are essential.

• Familiarity with ERP, inventory management, or accounting is a plus.

• Ability to work in an organized manner and maintain composure and service orientation during high call volume periods.

• Excellent listening skills, effective communication, and a passion for teamwork are necessary.

• Proficiency in English is an advantage.

🏝️ Benefits

• Comprehensive onboarding and training process.

• Permanent employment contract with fair compensation.

• Flexible working hours.

• Option to work remotely.

• Opportunities for training and career advancement.

• 30 days of annual leave.

• Professional development initiatives.

• JobRad bicycle leasing program.

• Deutschlandticket public transport pass.

• A motivated team fostering open communication and streamlined decision-making processes.