Helpdesk Technician
PayComplete is the global leader in physical finance, dedicated to innovating self-service experiences and operations for both consumers and employees. The PayComplete Solution is a fintech IoT platform made up of an adaptable set of SaaS machine software, intelligent devices, and professional, technical and merchant services. The role is based in Hamburg but will transition to a hybrid model after six months.
ROLE OVERVIEW
We are seeking a dedicated and efficient Helpdesk Technician to join our dynamic team. This role is critical in ensuring that all service requests from clients and internal teams are addressed promptly. The successful candidate will manage job allocation to engineers and provide 1st line support for client issues where possible, contributing to our commitment to exceptional customer service.
KEY JOB RESPONSIBILITIES
* Serve as the first point of contact for internal and external clients seeking technical assistance via phone, email, or support tickets.
* Assess, troubleshoot, and resolve reported issues promptly and effectively where possible.
* Assign and escalate tasks to engineers based on urgency and technical requirements of the service requests.
* Monitor and manage the status of service requests, ensuring timely follow-up and resolution.
* Maintain accurate records of customer interactions and technical issues in our service management system.
* Collaborate with engineers to ensure understanding of customer issues and promote an efficient workflow.
* Maintain documentation for technical processes, FAQs, and knowledge-sharing resources for staff and customers.
* Help create a positive customer experience through effective communication and problem-solving.
Experience & Qualifications
* Previous experience in a helpdesk or technical support role preferred.
* Familiarity with service desk software and ticketing systems.
* Excellent communication (verbal and written) in German and interpersonal skills.
* Proficiency in spoken and written English is required for effective communication with the global team.
* Ability to work well in a fast-paced environment and manage multiple priorities.
* Strong analytical and troubleshooting skills to solve technical issues efficiently.
Application and CV should be submitted in English. Most, if not all, interviews in the process will be conducted in English.