Customer Support Representative (d) in Mannheim bei osapiens Services GmbH

Position Details

What we offer:

• An open communication culture with flat hierarchies and short decision-making paths in our young company
• Professional and personal development opportunities in a growing environment
• Flexible working hours and the opportunity to work on the move
• Working with the latest technologies and state-of-the-art equipment
• Regular health offers
• A wide range of company benefits
• Regular team events
• Sustainable mobility options
• And of course: free drinks and snacks
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Your tasks in our team:

• You manage and handle 1st level support inquiries, troubleshooting, and issue resolutions
• You field customer inquiries and provide immediate assistance
• You escalate more complex or technical issues to 2nd level support
• You ensure diligent follow-ups to confirm that clients have received satisfactory solutions to their problems
• You close tickets once issues are resolved, ensuring all documentation is accurate and complete
• You provide 24/7 support to accommodate customer needs across different time zones
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Your profile:

• Degree in IT, business administration or a similar field is preferred
• Previous customer support experience is desirable, preferably in a SaaS or technology environment
• Proficiency in managing and resolving customer requests, with a focus on timely and effective responses
• Familiarity with utilizing support tools and platforms to manage tickets and customer interactions
• Detail orientation with a commitment to thorough documentation and follow-ups
• Analytical thinking with a focus on improving personal key performance indicators (KPIs)
• A high affinity for technology and solving technical problems
• Ability to work flexibly in a 24/7 environment
• Very good skills in English and German

Emma Toth

Recruiting Specialist