You support our customers as the first point of contact for technical issues and ensure that problems are resolved quickly and reliably. If you enjoy helping users, have solid technical understanding, and work in a service-oriented way, you’ll be a great fit for our team. Serve as the first point of contact for customers with technical questions via phone or email Analyse issues through remote access using appropriate diagnostic methods Guide customers clearly and effectively through the troubleshooting process Escalate complex cases in a structured manner to the next support level Document cases, keep information up to date, and follow up on open tickets Share customer feedback with internal teams and contribute ideas to improve our processes Must-haves At least 3 years of experience in IT helpdesk or customer support A degree in an IT-related field or a comparable qualification Ability to identify and resolve technical issues Clear communication skills, a service-oriented approach, and composure in stressful situations Very good German and English skills (minimum B2 level) Nice-to-haves Experience in Customer Success or SaaS environments Knowledge of support coordination or 24/7 support structures Experience with tools such as Jira Service Management or ServiceNow Flexible working hours, hybrid work, workation, sabbatical U3 daycare as well as childcare subsidy Urban Sports Club membership and other health/sports offers e.g. bike leasing Long-term development prospects with a wide range of further training opportunities Varied, healthy and subsidized lunch in our canteen Large INFORM summer party, company and team events as well as a Christmas party Kevin Kiesling. kevin.kiesling(at)inform-software.com. Tel. 49 (0) 2408 9456 0