Job
- Level
- Experienced
- Job Field
- IT, Support, System
- Employment Type
- Part Time/Full Time
- Contract Type
- Permanent employment
- Location
- Dusseldorf, Grevenbroich
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will analyze technical queries, create training materials, and proactively support customers in using our software solutions to ensure user satisfaction and process quality.
Job Technologies
Your role in the team
- As an Application & User Support Engineer, you will assist our customers with the use of our software solutions - from technical analysis and user support to the creation of training and informational materials.
- As an Application & User Support Engineer, you are the central point of contact for our platform customers and users.
- You support them in using our software solutions, analyze technical and professional inquiries, coordinate their processing, and ensure professional, service-oriented communication.
- Furthermore, you will take on a proactive role in customer support: you will continuously assist our clients in using our platforms, identify optimization potentials, and act as a bridge between users, product management, and development.
- With your work, you significantly contribute to user satisfaction, process quality, and the continuous improvement of our software solutions — through documentation, training, tutorials, and videos that sustainably convey knowledge and ensure user success.
- First- and Second-Level Support for our software solutions (technical and application-related).
- Analysis, classification, and processing of customer inquiries, incidents, and change requests.
- Proactive support and guidance for clients in using our platform solutions.
- Communication and coordination between users, administrators, product management, operations, and development.
- Maintenance and further development of knowledge bases, FAQs, and internal support processes.
- Creation and maintenance of user documentation, guides, and tutorials (text, graphics, video).
- Design and delivery of user training sessions - online or on-site.
- Monitoring recurring topics and contributing improvement suggestions to product and process development.
- Support with testing and rollouts of new software versions.
- Contribution to the continuous optimization of service management (e.g., ticket management, automation, service controlling, reporting).
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Our expectations of you
Education
- Completed degree in (Business) Informatics, Economics, Engineering, Natural Sciences, or a comparable qualification.
Qualifications
- Technical understanding and enjoyment in conveying complex matters clearly to users.
- Good knowledge in handling ticket systems, databases, and Windows/Web applications.
- Strong communication skills, empathy, and service orientation in dealing with clients and internal teams.
- Didactic skills for creating documentation, training, and tutorials.
- Analytical thinking, structured working style, and high reliability.
- Excellent spoken and written proficiency in German and English.
Experience
- First experience in Application Support, User Helpdesk, or Software Customer Service.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Food & Drink
Topics that you deal with on the job
Job Locations
This is your employer
GET AG
As a leading IT company in the energy sector, GET AG researches, analyses and links data to create comprehensive solutions for its customers.
Description
- Founding year
- 2000
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Power Sector, Economy
Application & User Support Engineer
- Location
- Dusseldorf, Grevenbroich
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
