About the Role
We are seeking a customer-focused and technically skilled Technical Support Engineer L1 (German Speaker) to provide first-line technical support to customers via phone, email, and chat. The ideal candidate will be fluent in German and English, possess strong troubleshooting skills, and be passionate about delivering an excellent customer experience.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance.
- Handle customer inquiries through phone, email, chat, and ticketing systems.
- Diagnose and troubleshoot software, hardware, network, and application-related issues.
- Log, track, and document incidents accurately in the ticket management system.
- Resolve first-level technical issues within defined SLAs.
- Escalate complex technical problems to L2/L3 support teams when necessary.
- Follow up with customers to ensure timely resolution and satisfaction.
- Maintain accurate records of customer interactions and technical solutions.
- Contribute to the knowledge base by documenting common issues and resolutions.
- Ensure compliance with company policies, security standards, and quality guidelines.
Qualifications
- Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field.
- Fluent in German (B2-C1 level or above) and English.
- 0-3 years of experience in Technical Support, Service Desk, Helpdesk, IT Support, or Customer Support.
- Good understanding of:
- Windows Operating Systems
- Microsoft Office 365
- Basic networking concepts (DNS, TCP/IP, VPN)
- Active Directory and user account management
- Ticketing systems such as ServiceNow, Zendesk, Freshdesk, or similar
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work in a 24/7 rotational shift environment if required.
Preferred Skills
- Preferred Qualifications
- IT certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft Fundamentals, or equivalent.
- Experience supporting enterprise customers.
- Knowledge of cloud technologies and SaaS applications is an advantage.
Required Skills
- Key Competencies
- Customer Centricity
- Troubleshooting & Problem Solving
- Communication Skills
- Teamwork & Collaboration
- Time Management
- Attention to Detail
- Adaptability
