Grow with us – Start your career at IU!
Join our EPOS Team (Education Process and Organisation System) as a Support Manager (m/f/d) remotely throughout Germany and help us to further develop our administration system EPOS.
- Develop and implement support processes and procedures to ensure efficient and effective customer issue resolution.
- Define and monitor key support metrics, such as response time, resolution time, and customer satisfaction, to drive continuous improvement.
- Monitor support ticket queues, prioritize tasks, and ensure timely resolution of customer inquiries.
- Act as an escalation point for complex customer issues, ensuring swift and satisfactory resolution.
- Engage directly with customers to understand their needs, resolve problems, and gather feedback to drive product and process improvements.
- Identify opportunities to automate and optimize support workflows through the use of technology and tools.
- Collaborate with internal stakeholders, such as product management and engineering teams, to provide customer insights and influence product roadmap decisions.
- Bachelor's degree in a relevant field (Computer Science, Engineering, Business, etc.) or equivalent work experience.
- Proven experience in a support management role, preferably in a technology-driven organization.
- Profound technical background with the ability to understand and troubleshoot complex software applications.
- Excellent communication skills in German and English, both written and verbal.
- Experience in setting up and optimizing support processes, including knowledge base systems, ticketing systems, and reporting tools.
- Customer-centric mindset with a passion for delivering exceptional support experiences.
- Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically.
- Experience with customer support software and tools (e.g., CRM systems, helpdesk platforms) is preferred.
- Shape your career: Rapid growth opens up many new opportunities for you. Tell us about your dream career and we'll help you make it happen.
- Work from wherever you want …: Modern tools and video meetings make it possible: with IU, the boundaries between here and there blur. You want to work from abroad for a while? No problem thanks to our WorkFlex benefits.
- … and flexible time: It's your job: We trust you and give you the greatest possible freedom to organize yourself.
- You have the choice: You are free to choose your equipment, because everyone has its own preferences when it comes to hardware.
- Take your knowledge to a new level: Benefit from a 100% discount on tuition fees for an IU combined degree in the tech sector and many other free training courses. There is always something new to learn.
- Get a good rest: we push ourselves every day to go above and beyond. But we also take the time to recharge our batteries: with 30 days of annual vacation for all employees. Need some time off? How about a sabbatical
Our development teams are domain teams that fully plan, implement and maintain a functional portion. We develop a specialised ERP system dedicated to the entire academic career path of our students. Our technology stack is based on AWS, Docker, Kafka, Nest.js (TS) as well as Vue 2/3. DDD is essential for us. Our culture is one of trust, transparency and participation.
Join our engineering team at Germany's largest university with over 100,000 students! We are passionate, competitive, open to anything new - and we live to develop anything that makes our students' digital education experience and our IU services better to achieve our vision "Everybody can access education to grow".
Does that sound like the perfect job for you? Then apply now directly with your CV!
If you have any further questions, please contact Nilofer (nilofer.qayumi(at)iu.org).
Follow words with actions: We take our "Culture Of Everyone" very seriously and would like to take this opportunity to expressly point out that you are welcome to join us, regardless of your origin, religion, gender, age or sexual orientation. Even if you have a disability, our doors are wide open to you. We are looking forward to a diverse togetherness here at IU.
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