Text copied to clipboard!
Title
Text copied to clipboard!Support Point
Description
Text copied to clipboard!
We are looking for a dedicated Support Point employee who will serve as the central contact point for customer inquiries and technical support. In this role, you will be responsible for handling support requests, providing solutions, and forwarding complex issues to the appropriate departments. You will work closely with other teams to ensure high customer satisfaction and continuously contribute to the improvement of support processes.
As a Support Point employee, you are the face of our company for many of our customers. You answer questions, solve problems, and provide friendly, competent support through various communication channels such as phone, email, and chat. Your ability to communicate technical information clearly is essential for success in this position.
In addition, you will carefully document all customer interactions in our ticketing system and ensure that all inquiries are processed promptly and efficiently. You will analyze recurring issues and collaborate with the product and development teams to develop long-term solutions. Your feedback will help us continuously improve our products and services.
We offer you a dynamic work environment where you can develop your skills and take on responsibility. If you enjoy working with people, have technical understanding, and think in a solution-oriented way, we look forward to your application.
Responsibilities
Text copied to clipboard!- Handle customer inquiries via phone, email, and chat
- Document all support cases in the ticketing system
- Analyze and resolve technical issues
- Forward complex requests to specialized departments
- Maintain the knowledge base
- Contribute to the optimization of support processes
- Train new team members
- Provide feedback to product and development teams
- Monitor service level agreements (SLAs)
- Participate in regular team meetings
Requirements
Text copied to clipboard!- Completed training in IT or equivalent qualification
- Experience in customer support or helpdesk
- Good knowledge of Windows, macOS, and common software applications
- Strong communication skills
- Customer-oriented thinking and behavior
- Teamwork and initiative
- Good German and English skills, spoken and written
- Quick comprehension and problem-solving skills
- Ability to work under pressure
- Willingness to work in shifts
Potential interview questions
Text copied to clipboard!- What experience do you have in technical support?
- How do you handle difficult customers?
- Which tools have you used in support roles?
- How do you prioritize multiple requests at once?
- How do you document support cases?
- How do you stay informed about new technologies?
- How would you explain a technical issue to a layperson?
- How do you deal with recurring problems?
- What role does teamwork play for you?
- How do you ensure SLAs are met?
