Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Bonn
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will handle customer inquiries in 1st and 2nd level support, analyze technical issues in SaaS and on-premise environments, and optimize the knowledge management process to enhance support services.
Job Technologies
Your role in the team
- Holistic ticket processing in 1st and 2nd level support: responsibility for customer inquiries from receipt to resolution via phone, email, and ticket systems as well as remote support.
- Systematic error analysis and troubleshooting: In-depth diagnosis of technical disruptions, root cause analysis of complex error patterns, and resolution of issues in SaaS and on-premise environments.
- Strategic Knowledge Management: Development and maintenance of Knowledge Articles, documentation of solutions, and optimization of Self-Service offerings to reduce recurring inquiries.
- Interface function to Engineering: Close collaboration with Product and Dev teams in escalation cases, including precise problem definition and provision of reproducible insights.
- Customer support and enablement: Conducting technical onboarding, user training, and strategic consulting to enhance customer satisfaction and product utilization.
- Process Optimization and Innovation: Proactive development and automation of internal support workflows as well as designing an AI-supported support infrastructure.
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Our expectations of you
Qualifications
- Strong service orientation, excellent communication skills, and empathy: professional communication in German (C1/C2) and English (B2/C1) combined with a strong service mindset. You always keep our customers' satisfaction in mind and have the ability to explain complex issues in a customer-oriented, understandable, and calm manner.
- Analytical Excellence: Strong problem-solving skills and in-depth technical understanding for troubleshooting in complex cloud infrastructures.
- Professional work approach: Independent, structured, and solution-oriented mentality combined with strong team spirit and a hands-on attitude.
- Structured error analysis & documentation: You are proficient with ticket systems (e.g., Jira, CRM) and enjoy preparing complex cases for downstream departments (such as development) in a precise and comprehensible manner.
Experience
- Extensive professional experience: At least two to three years of practical experience in technical B2B SaaS or application support, focusing on ticket-based workflows.
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What we offer
- The opportunity to work daily with topics such as search engines, websites, and digital visibility while gaining in-depth insights into one of the most exciting industries on the internet.
- A structured onboarding, regular feedback, and the support of an experienced team to help you work independently quickly.
- In the first two weeks of onboarding, you will get to know us on-site in Bonn.
- A team that shares knowledge, supports each other, and solves challenges together. Short communication channels and flat hierarchies enable quick decision-making.
- SISTRIX is a successful owner-managed company - as an employer, we offer long-term security combined with startup mentality.
- Up to 15 working days per year can be flexibly used for home office, workation within Europe, or a combination of both.
- Flexible working hours with core hours from 09:00 to 15:00.
- A Germany Ticket for your daily commute using public transportation.
- Rental bikes as well as secure bicycle parking spaces in our underground garage.
- A fully equipped team kitchen with free drinks, fruit, and a selection of food for communal or individual catering.
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Benefits
Work-Life-Integration
Topics that you deal with on the job
Job Locations
This is your employer
Sistrix
Die Toolbox erhebt seit dem Jahr 2008 automatisch alle wichtigen Daten zu praktisch jeder Domain. Die Ergebnisse und Analysen rufst Du einfach mit einem Klick über Deinen Internet-Browser auf. Zusammen mit unserer Datenqualität und dem einzigartigen Service macht das die Toolbox seit Jahren zum beliebtesten SEO-Tool in Deutschland.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
2nd Level Support
- Location
- Bonn
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
