Job
In this role, you will be the first point of contact for technical inquiries and issues from our customers, assisting with installations and troubleshooting problems in our SaaS solutions.
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Your role in the team
- As a First-Level Support Specialist, you are our customers’ first point of contact for technical questions, issues, or installation requests.
- You ensure our customers are back up and running quickly—competently, courteously, and with a solution-oriented approach.
- Ensuring first-class customer support in accordance with defined processes, standards, and work instructions as part of our customer service operations.
- Troubleshooting and incident resolution in the hardware and software environments of our SaaS solutions.
- Supporting our customers with the installation and setup of hardware components.
- Handling customer inquiries via our ticketing system and by phone—quickly, professionally, and empathetically.
- Collaborate with internal teams to resolve complex issues efficiently.
- Maintenance and further development of our knowledge base, FAQ articles, and support documentation.
- Reporting to the Support Team Lead and working closely with partners and service providers.
- Compliance with the defined quality objectives (DIN ISO) and the agreed Service Level Agreements (SLAs).
- Actively contribute to the continuous improvement of our support processes and product quality.
Our expectations of you
Qualifications
- Excellent communication skills, both written and verbal, in German and English.
- Basic technical understanding of modern SaaS solutions and hardware components.
- Customer focus, patience, and empathy when working with users.
- A solution-oriented, structured, and independent approach to work.
- Team spirit, a strong sense of responsibility, and a passion for learning something new every day.
Experience
- Experience working with ticketing systems and CRM tools.
What we offer
- Work-life balance isn’t just a buzzword here—it’s a reality we live every day.
- We believe that great work comes from motivation, team spirit, and an environment where people feel comfortable.
- That’s why we offer you not only exciting tasks, but also excellent working conditions.
Benefits
Health, fitness & fun
Work-Life-Integration
Higher take-home pay
Job locations
About your employer
DAKO GmbH has been developing intelligent software platforms for transport and delivery companies since 2004. The core of the product portfolio, the web-based portal TachoWeb, optimizes transport processes through comprehensively networked functions around the tachograph, telematics and transport planning.
- 250+ Employees
- Established Company
- Onsite, Hybrid
- Logistics, Transportation
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