Support Specialist

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

📋 Description

• Receive, assess, and manage customer inquiries related to solutions and services within the GUS portfolio.

• Accurately log, prioritize, and document support tickets in the ticketing system, escalating more complex inquiries to the Consulting department.

• Resolve customer inquiries and recurring issues independently, following defined processes and SLAs to ensure customer satisfaction.

• Maintain high solution quality and achieve First Contact Resolution (FCR).

• Actively participate in maintaining and enhancing the knowledge base, as well as supporting the onboarding of new colleagues.

• Comply with support standards, guidelines, and internal policies.

• Collaborate closely with the Head of Customer Support and other internal departments.

⛳️ Requirements

• Successfully completed vocational training in an IT-related field (e.g., IT systems management, IT specialist, or equivalent) or relevant professional experience.

• Basic comprehension of business processes (e.g., purchasing, sales, logistics, production, finance).

• Solid technical knowledge of applications and system landscapes; several years of experience in IT support or the ERP environment is a plus.

• Strong service and customer orientation with a passion for direct communication.

• Analytical thinker with a structured work approach and robust problem-solving abilities.

• Excellent communication skills, both written and verbal, tailored to the audience.

• Enjoy working collaboratively in a team and a willingness to quickly familiarize yourself with new subjects.

🏝️ Benefits

• Urban Sports Club.

• JobRad.

• Corporate benefits.

• Language courses (Babbel).

• 30 days of annual leave.

• Flexible working hours.

• Hybrid working (office & remote) and much more!