Level: Experienced

Job Field: IT, Support

Employment Type: Full Time

Contract Type: Permanent employment

Location: Grevenbroich

Working Model: Hybrid, Onsite

Job Summary

In this role, you assist customers in using a web-based platform, handle inquiries, manage user profiles, and document frequently asked questions for the support team.

Job Technologies

Your role in the team

In your role, you support our customers in their daily use of our web-based platform and software solutions.
Under supervision, you will handle user inquiries, assist with simple administrative tasks, and document your activities in a structured manner.
You work closely with experienced support colleagues and learn about the various customer environments and business processes.
Acceptance, documentation, and initial classification of service and support requests via email and Microsoft Teams.
Processing standardized and frequently asked questions regarding operation, navigation, and processes under guidance.
Support in setting up user profiles and managing access rights within predefined processes.
Structured tracking of inquiries and regular, reliable communication with users.
Support with onboarding new users and conducting simple remote introductions.
Documentation of frequently asked questions and participation in the creation of FAQ and instructional materials.
Qualification and forwarding of disturbance reports to the appropriate department.
Systematic collection of frequently asked questions and issues for forwarding to the service and product team.

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Our expectations of you

Education

Completed degree (preferably in Business Informatics, Economics, or a similar field) or comparable professional qualification/training.

Qualifications

Good basic knowledge in handling web-based applications, ticket systems, and Microsoft 365 (Outlook, Teams, Excel, PowerPoint).
Basic understanding of user management, permission management, and structured process workflows.
Good analytical thinking and the ability to quickly understand technical matters and explain them clearly.
Good German and English language skills, both written and spoken.
Service orientation, reliability, diligence, and willingness to learn.
Willingness to collaborate within the team during the agreed service hours from Monday to Friday between 08:00 and 17:00 CET/CEST.

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What we offer

A structured, comprehensive onboarding to our software solutions, the respective customer processes, and our service model.
Mentoring and close collaboration with experienced support colleagues.
Varied tasks in a dynamic, supportive team.
Flexible work models with a high proportion of remote work; on-site appointments by arrangement.
Individual development opportunities and further training.
A long-term perspective in a growing consulting and software company.
A corporate culture characterized by respect, trust, reliability, and collegiality.