Job
In this role, you lead the support team, coordinate technical inquiries, promote training, optimize processes, and work on improving our ticketing system and knowledge database.
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Your role in the team
- You take on the professional and operational responsibility for our support team and ensure that our customers receive fast, knowledgeable, and reliable support.
- Professional leadership and coordination of our support team.
- Prioritization of support tasks.
- Supporting and coaching your colleagues on technical and organizational matters.
- Promoting knowledge sharing and professional development within the team.
- Managing and monitoring the handling of customer inquiries through our support channels.
- Coordination and handling of complex technical support cases.
- Taking over escalation management for critical customer inquiries.
- Supporting the team with challenging technical issues.
- Continuous optimization of our support processes and workflows.
- Further development of our ticketing systems and support tools.
- Building and maintaining a structured knowledge base.
- Improving our internal documentation and solution standards.
- Identifying opportunities for optimization and independently implementing appropriate measures.
- Monitoring and analysis of relevant key performance indicators (KPIs).
- Analysis of ticket volume, response and resolution times, and customer satisfaction.
- Close collaboration with Engineering, Product Management, and other specialist departments.
Our expectations of you
Education
- Completed vocational training as an IT specialist (m/f/d), a degree in computer science, or an equivalent qualification.
Qualifications
- Alternatively, you’re an experienced senior support specialist looking to take the next step into a leadership role.
- Good technical understanding of IT infrastructure, hardware, and software.
- A structured, independent, and solution-oriented approach to work.
- Excellent communication skills and a passion for working with people.
- A strong customer and service orientation, as well as the ability to handle challenging situations with confidence.
- Very good written and spoken German skills, as well as good English skills.
Experience
- Several years of professional experience in IT support, ideally with experience in 1st-, 2nd- and, where applicable, 3rd-level support.
- Experience in the professional leadership or coordination of employees is an advantage.
- Experience working with ticketing systems and IT service management processes.
What we offer
- Attractive compensation: Annual salary between €50,000 and €70,000, depending on qualifications and experience.
- Responsibility and room to shape things: You can actively develop our support function and contribute your own ideas.
- Short decision-making processes: Flat hierarchies and direct collaboration with senior management.
- Exciting technology environment: Work at the intersection of innovative hardware and modern software.
- Professional development: Individual training opportunities in IT, IT security, and process management.
- Teamwork: A motivated team working together to find solutions.
- Long-term prospects: A responsible position in a growing technology company.
Benefits
Food & drink
Topics you will work on
Job locations
About your employer
ecos systems GmbH, based in Großostheim, Germany, develops innovative solutions for managing resources and access. This includes electronic key cabinets, smart lockers, and terminals, complemented by advanced software. The company aims to make organizations safer and more efficient.
- Established Company
- Onsite
- Other Sectors
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