Service Engineer

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

📋 Description

• You will serve as the main contact for our global customers, addressing inquiries through various channels including phone, email, and a ticketing system.

• You will independently assess and resolve customer requests at Level 1, while working closely with Level 2 support for more intricate issues.

• You will be responsible for creating and maintaining FAQ entries and knowledge bases to ensure that information and best practices are readily available.

• You will qualify, coordinate, and oversee customer service requests from the initial inquiry to implementation.

• You will assist in formulating functional and technical concepts pertaining to OTRS products and services.

• You will collaborate closely with internal teams such as Deployment Management, Software Development, and Sales.

• You will proactively offer suggestions to enhance our support processes and contribute to their ongoing improvement.

⛳️ Requirements

• Completed IT training, a degree in an IT-related field, or equivalent experience through relevant professional background.

• Experience with ticketing systems, preferably OTRS or similar service management solutions.

• Excellent proficiency in German and English, both written and spoken.

• Strong communication skills with the ability to clearly explain complex technical issues.

• A customer-focused mindset, being a team player with a structured and independent working style.

🏝️ Benefits

• 100% remote work with flexible hours within our service times.

• Ongoing training and clear career progression opportunities within the Customer Solutions team.

• Professional equipment and cutting-edge collaboration software.

• Flat hierarchies, open communication, and a supportive team culture.

• Company health insurance fully covered by EASYVISTA.

• SWILE card partially funded (60%) by EASYVISTA.

• Employee savings plan.

• Retirement savings plan.

• Profit-sharing agreement.