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Title
Text copied to clipboard!User Support
Description
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We are looking for a dedicated User Support professional who will competently assist our customers and employees with technical problems and questions. In this role, you will be the first point of contact for users seeking help with software, hardware, or IT systems. You will analyze issues, offer solutions, and ensure quick and efficient problem resolution to maintain user satisfaction. Additionally, you will document incidents and contribute to the continuous improvement of support processes. The position requires excellent communication skills, technical understanding, and the ability to remain friendly and professional even in stressful situations. If you enjoy working directly with people and love technical challenges, we look forward to your application.
Responsibilities
Text copied to clipboard!- Serve as the first point of contact for user inquiries and issues
- Analyze and resolve technical problems related to software and hardware
- Document support cases and solutions
- Escalate complex issues to specialized departments
- Train and assist users in the application of IT systems
- Continuously improve support processes and tools
- Communicate with users in an understandable manner
- Monitor and follow up on open support cases
- Create user manuals and FAQs
- Collaborate with IT teams for troubleshooting
Requirements
Text copied to clipboard!- Completed training in IT or equivalent qualification
- Experience in technical support or helpdesk
- Good knowledge of operating systems and standard software
- Strong communication and problem-solving skills
- Customer-oriented mindset and actions
- Teamwork and resilience
- Basic knowledge of network technologies is a plus
- Independent and structured working style
- Willingness to work shifts or be on call
- Good German and English skills
Potential interview questions
Text copied to clipboard!- How do you handle an upset user?
- What experience do you have with IT support tools?
- How do you document your support cases?
- Can you give an example of a difficult problem you solved?
- How do you stay motivated under high workload?
- What knowledge do you have regarding network technologies?
- How do you explain technical matters to laypeople?
- How do you prioritize multiple simultaneous support requests?
