Customer Support and Operations Specialist with German (SaaS Business Applications)

Technologies we use

About the project

Your responsibilities

• You will provide 2nd-level support, diagnose and resolve technical problems, ensuring that our customers can work smoothly with our applications.
• You will deliver training to customer power users, clients and Partners (collaborating with both business and technical users).
• You will respond to customer support requests and inquiries, ensuring timely resolution and customer satisfaction.
• You will monitor SLA adherence and collaborate with cross-functional teams to escalate and resolve critical incidents.
• You will document and track support cases, including root cause and resolution.
• You will contribute to the development of support documentation and knowledge base articles.
• You will mentor and support new team members during onboarding.
• You will support post-go-live activities (e.g., small change requests), ensuring delivery on time, within budget, and in line with quality standards.

Our requirements

• You are fluent in German at a minimum C1 business level.
• You are proficient in English (professional working proficiency).
• You have 2+ years of experience in SaaS application support.
• You have basic knowledge of SQL, Python and data engineering.
• You have a basic knowledge of ITIL v4 and service management principles (preferred).
• You have experience in working with ticketing systems (e.g., Zendesk).
• You have strong problem-solving skills including analytical thinking, a structured way of working, and the ability to solve complex problems. You demonstrate personal responsibility and a team-oriented approach to work.
• You have excellent communication and interpersonal skills, as well as empathy, patience, and a focus on customer satisfaction.
• You can maintain an overview when prioritizing and managing multiple tickets, even in stressful situations.
• You have obtained Bachelor’s degree in Computer Science, Information Technology, or a related field.

This is how we organize our work

Team size

This is how we work

What we offer

• Employment contract.
• Private medical insurance in the highest package fully paid by the employer (VIP Allianz).
• Multisport card fully financed by the employer.
• Annual bonus (dependent on the evaluation).
• Employee referral program.
• Remote work subsidy of €500 to start, then monthly bonus for utilities.
• International Travel Safety card.
• Access to LinkedIn Learning and Headspace.
• Employee Assistance Program (EAP).
• Microsoft Workplace Discount Program.
• Access to an online platform offering exclusive discounts and special offers from well-known brands.
• Birthday book for the employee.
• Internal Learning&Development Department with more than 5 000 different training courses.
• Our office is pet-friendly, so feel free to bring your furry friend to work and enjoy their company throughout the day!
• Extended Business Travel Option - opportunity to extend your business trips and stay a little longer to explore some of Europe’s most exciting cities.

Benefits

Please remember to submit your application in English.