Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Cologne
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will handle complex technical inquiries, manage escalations, assist with data migrations, and ensure optimal customer support in challenging situations.
Job Technologies
Your role in the team
- As a Level 2 Support Specialist, you are a key member of our technical support team. You handle complex inquiries, manage escalations, assist with data migrations, and ensure that our customers receive first-class support even in challenging situations.
- Responsibility for the entire communication and coordination during technical escalations - from detection to resolution.
- Initiation and management of escalations between L2 and L3 in accordance with internal processes.
- Validation of priority and impact for correct triage.
- Ensuring compliance with SLAs and tracking the progress of escalations.
- Independent handling of critical incidents affecting software usability, including structured communication with clients and internal teams.
- Support with data migrations, particularly with product and customer data imports via SQL databases.
- Processing API-related requests and data exports.
- Participation in client discussions on technical topics, especially with key accounts.
- Support for other support levels as needed (e.g., temporary assignment in L1 support).
- Supporting new colleagues in onboarding and coaching L1 support specialists to reduce recurring escalations.
- Contribution to quality assurance and further development of our knowledge database.
- Active involvement in optimizing existing support workflows and developing new processes.
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Our expectations of you
Education
- Completed vocational training or studies in the technical, IT, or commercial sector, or comparable professional experience.
Qualifications
- Solid knowledge of SQL as well as advanced Excel skills.
- Strong troubleshooting skills and structured problem analysis.
- Resilience, flexibility, and confident demeanor in dynamic situations.
- High customer orientation, reliability, and sense of responsibility.
- Precise, analytical, and solution-oriented working style.
- Excellent spoken and written proficiency in German and English.
Experience
- At least 3 years of experience in technical customer support or data migration, ideally in a SaaS environment.
- Experience with API integrations and data queries.
- Experience in the beauty or hairdressing industry is an advantage.
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What we offer
- Permanent employment in an international company from Ireland, with a healthy dose of start-up culture in the heart of Cologne (Clouth-Quartier).
- 28 days of vacation + 2 wellness days.
- Buddy Program - an experienced Phorest employee from the Irish headquarters of Phorest will support you remotely.
- We subsidize your Urban Sports membership.
- An international, open-minded team full of drive and a shared goal: to provide the best service in the world.
- Here you will find not just a job, but also a career opportunity. Our goal is to capture 25% of the market worldwide - that is one million salons. This also means many opportunities for advancement for you.
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Topics that you deal with on the job
Job Locations
This is your employer
Phorest
Phorest is an established software provider offering specialized management solutions for salons and beauty studios. With over 160,000 users worldwide, the software optimizes processes such as bookings and payments.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Level 2 Support Specialist
- Location
- Cologne
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
