Customer Support Specialist

Quick Facts

• Role: Customer Support Specialist
• Focus: Customer inquiries, support tickets, KPI monitoring, and continuous process improvement

Description

Handle incoming customer inquiries and support tickets through ticketing systems, email, and other communication channels. Ensure timely prioritization and resolution according to service levels, while maintaining high customer satisfaction. Monitor service KPIs, escalate complex issues when needed, and document all customer interactions and outcomes.

Responsibilities

• Manage and process customer inquiries via ticketing systems, email, and other channels
• Prioritize and resolve tickets within established service levels
• Provide professional updates, solutions, and guidance to customers
• Monitor and maintain operational/service KPIs to meet targets
• Escalate complex issues to the appropriate teams and follow through until resolved
• Maintain accurate documentation of customer interactions and ticket resolutions
• Identify recurring issues and contribute to process improvement initiatives
• Collaborate with internal stakeholders to ensure a seamless customer experience

Requirements

• Fluent German (C1/C2) and good command of English
• Previous experience in customer support, service desk, helpdesk, or ticket management
• Experience working with ticketing systems and customer service tools
• Strong organizational skills with the ability to manage multiple tasks simultaneously

Benefits

Opportunity to improve support processes using KPI tracking and service reporting.