Customer Support Specialist (German)

Quick Facts

• Role: Customer Support Specialist (1st level)

• Languages: German (very good); English is a plus

• Region: DACH

Description

You will process customer inquiries and communicate with customers regarding software solutions, payroll accounting, invoicing, and product information. The role includes clear updates on case status, ticket-based documentation, first-line error analysis, and structured escalation to 2nd level when needed. You will also support customers using the service portal and available self-service tools, and contribute feedback to improve knowledge base content.

Responsibilities

• Receive, process, and resolve customer questions; communicate case status, next steps, and solutions

• Process customer and product data; prioritize cases; document clearly in a ticketing system

• Perform initial analysis of errors; record relevant error messages; escalate complex requests to 2nd level

• Support users of the service portal and self-service tools

• Provide feedback to maintain the knowledge base (identify missing or outdated content; share reusable solutions)

Requirements

• Very good German

• Ability to communicate with customers in writing and by phone

• Customer-oriented approach

• Comfort working with digital applications; quick to learn new software processes and solutions

• Knowledge of ticketing systems and knowledge bases is an advantage (not required)

• Customer support experience or similar experience is ideal (not strictly required)

• English is beneficial for internal collaboration and understanding documentation

Benefits

• Home office flexibility

• Workation: limited period to work from any EU country, Switzerland, or your home country

• Work-life balance: 5 weeks of vacation; flexible start and end times

• Annual bonus (monthly salary), fully employer-paid meal vouchers, pension contribution, Edenred benefits program

• Flat organizational structure, open communication, supportive environment, individual professional development support