Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Bochum
- Working Model
- Hybrid, Onsite
Job Summary
You analyze complex technical issues in 2nd and 3rd level support, document bugs, provide feedback to development teams, and optimize automated processes to enhance user experience.
Your role in the team
- As a technical support specialist (m/f/d), you are responsible from the initial contact to in-depth analysis.
- You are the bridge between the client and development: you resolve what is solvable, dig deep into tricky cases to identify the root cause, and systematically reflect your insights back to the company.
- You work closely with internal departments, share your knowledge, and turn real support cases into better applications.
- You process and resolve tickets across various levels, from quick questions to complex cases.
- You analyze systematically and find out what is really behind it.
- You investigate technical inquiries thoroughly and document bugs in a structured manner so that the development team can work with them directly.
- Your practical feedback directly contributes to the further development of KEVOX.
- You test new features from the user perspective, accompany beta tests, and evaluate them.
- You write and maintain our manuals and technical documentation, and develop support tools and automated workflows that continuously optimize support.
- You work independently, take responsibility for your cases until they are resolved with the customer, and continuously develop existing support and testing processes together with the team.
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Our expectations of you
Education
- Proven technical experience, whether through IT training, education, or relevant practical experience (for example, in application development, IT administration, or a comparable technical environment).
Qualifications
- Technical system understanding: You are comfortable with software architecture, databases, and more, and you enjoy delving deeply into a system.
- The ability to explain technical content in an understandable way so that even people without an IT background can follow.
- Very good German skills (at least C1) in speaking and writing, as you will communicate with clients in the DACH region and write technical documentation.
- You dig into the root cause of an error rather than stopping at the quick workaround.
- You remain calm and on equal footing even with frustrated or non-technical customers, and you explain technical matters without hiding behind jargon.
- You are actively seeking better workflows and automation instead of endlessly repeating the same tasks.
- You enjoy working in a small team, sharing your knowledge in a structured manner, and taking responsibility for your topics.
- Interest in our areas of expertise: fire protection, occupational safety, and facility management.
Experience
- Initial experience with ticketing, testing, or CRM systems.
- Experience in SaaS or software environment.
- Experience in technical support or customer success and enthusiasm to work closely with our customer success team.
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What we offer
- You don't stay on the surface but solve problems down to the root cause and see how your feedback improves the software.
- You work directly with Development, Customer Success, and Sales, bringing the user perspective to where it makes an impact.
- You actively contribute to building technical aids, documentation, and automations, rather than just working through tickets.
- Structured onboarding with transparent induction and feedback sessions, featuring defined goals and clear expectations.
- Office with a view over the Ruhr area in the Exzenterhaus Bochum - direct connection to local and long-distance transport (subway beneath the building, Bochum main station at the door).
- We subsidize your public transportation ticket.
- Flexible working hours in full-time & 30 days of vacation (including joker days), short and optional remote workday on Friday.
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Benefits
Work-Life-Integration
Topics You Will Work On
Job Locations
About Your Employer
Kevox Web-application
KEVOX, based in Bochum, specializes in the development and distribution of software solutions and apps for digital documentation. The KEVOX Management Software and the KEVOX GO App assist B2B users in efficiently capturing documentation across various fields. The company is led by Michael Hagelganz and offers modern web apps with advanced frontend technology.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Technical Support 2nd & 3rd Level - B2B Software
- Location
- Bochum
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
