First-Level Support Specialist – All Genders

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

📋 Description

• Serve as the initial point of contact for customers in first-level support.

• Address customer inquiries via phone, email, and the customer portal.

• Evaluate and analyze incoming inquiries.

• Generate structured tickets within the ticketing system.

• Prioritize and categorize tickets based on urgency and subject matter.

• Redirect tickets to the relevant contacts or teams.

• Resolve first-level tickets independently following comprehensive onboarding.

• Record inquiries, solutions, and findings in Jira and Confluence.

• Continuously enhance and refine support processes and the knowledge base.

⛳️ Requirements

• Completed vocational training in IT, computer science, or a related qualification, or equivalent professional experience in customer support.

• Hands-on experience with Jira and Confluence is crucial.

• Initial exposure to first-level support or managing customer inquiries.

• Friendly, confident, and service-oriented communication skills, both verbally and in writing.

• Organized, meticulous, and dependable work approach.

• Proficient in written and spoken German.

• English language proficiency is a plus.

• Strong technical understanding.

• Eagerness to learn laboratory-specific software and customer processes.

🏝️ Benefits

• Opportunity to work remotely, in a hybrid setup, or from the office.

• Up to 20 workation days within the EU.

• Flexible working hours.

• Flexitime account.

• eGym Wellpass.

• Corporate benefits.

• Company pension scheme.

• Team events.

• “Come as you are” culture.