Customer Support Specialist – 2nd & 3rd Level

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

📋 Description

• Managing escalated tickets from the first level in second and third level support.

• Addressing technical incidents as well as intricate billing and system challenges.

• Efficient, meticulous, and autonomous handling of inquiries in daily operations.

• Evaluating complex issues to determine if they can be resolved directly or require internal clarification.

• Collaborating closely with Product & Tech for technical incidents that extend beyond the support scope.

• Professionally managing sensitive data protection inquiries.

• Recording solution paths in the Peter Park ticket system.

• Providing knowledge resources for the first level and support team.

⛳️ Requirements

• A minimum of 2 years of experience in customer support.

• Ideally, experience in second or third level or technical support.

• A solid foundational understanding of technical contexts.

• Ability to clearly articulate technical concepts.

• Willingness to handle complex tickets with legal implications, such as contract law, data protection, or terms and conditions.

• Strong hands-on approach.

• Excellent analytical skills.

• Solution-oriented work style.

• Initiative and a composed, professional demeanor when addressing escalated inquiries.

• High level of self-organization and dependability while working remotely.

• Proficient in using ticket/CRM systems, such as Zendesk, Freshdesk, or HubSpot.

• Confident in using MS Office.

• Native-level proficiency in German.

• Fluent in English, both in writing and speaking.

• Residing or working in Germany.

🏝️ Benefits

• Permanent employment contract.

• Company pension plan.

• Corporate benefits.

• Bike leasing (Jobrad).

• Subsidized Deutschlandticket or EGYM Wellpass.

• 29 vacation days.

• Flexible working hours.

• Option for EU workation.

• Structured onboarding.

• Modern Apple equipment for your remote setup from day one.

• Flat hierarchies and an informal culture (Du).

• Team events and office visits possible.

• Trust-based 40-hour work week.