Customer Success Manager – IT Service Desk

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

📋 Description

• Deliver personal and operational assistance to a designated customer base as part of a small, self-managed team.

• Assume complete responsibility for customer inquiries in daily operations.

• Receive and assess incidents and service requests through ticketing systems, phone calls, and remote support.

• Offer 1st- and 2nd-level technical assistance for Microsoft 365, Windows, user and access rights management, as well as client and user issues.

• Maintain communication with customers throughout the entire ticket lifecycle.

• Proactively provide updates regarding status, upcoming steps, and any delays.

• Oversee and follow up on ticket progress.

• Facilitate coordination of more complex IT incidents and service requests with Customer Technical Management, expert teams, and internal departments.

• Ensure high levels of customer satisfaction by following up on unresolved issues, diffusing situations, and recognizing opportunities for enhancements.

⛳️ Requirements

• Several years of experience in IT support, service desk, or customer service, preferably within an IT systems integrator or managed services setting.

• Familiarity with Windows 11, Microsoft 365, Microsoft Office, and user and access rights management.

• Experience in providing remote support using ticketing systems, such as ServiceNow.

• Basic understanding of Exchange Online, Microsoft Teams, MFA, as well as networking and VPN topics.

• Experience with DATEV or endpoint management is advantageous.

• Service-oriented communication skills and a strong sense of accountability for customer requests.

• Independent and structured work approach with the ability to prioritize effectively.

• Strong ownership mentality.

• Confident communication skills in German.

• Residing in Germany.

• Authorization to work in Germany.

• Fluent in German.

🏝️ Benefits

• 30 days of vacation.

• Up to 25 days of remote work from another EU country.

• Flexible options for working from the office or home.

• Flexible working hours between 8:00 a.m. and 5:00 p.m., managed autonomously within the team.

• Professional certification opportunities.

• Tailored training and development programs.

• Opportunities for personal advancement.

• Collaborative team environment and welcoming culture.

• Access to modern technology and clear organizational structures.

• Competitive salary.

• JobRad bicycle leasing program.

• Company pension plan.

• Complimentary counseling services through meinEAP, also available for family members.

• Fair recruitment process and equal opportunities in an inclusive work environment.