Job
You handle customer inquiries through the ticket system, solve standard issues independently, and escalate complex matters to consultants while keeping customers updated on the progress.
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Job technologies
Your role in the team
- As the first point of contact for our customers and partners, you handle inquiries through our ticketing system.
- You listen carefully, assess the request, and resolve standard cases such as access issues, questions about how to use the system, process adjustments, or minor setup tasks yourself.
- First point of contact for our customers and partners for questions and technical issues via Microsoft Teams.
- Receiving, logging, and categorizing all incoming support requests, as well as prioritizing them according to defined criteria.
- Independently resolve standard inquiries using our knowledge base, such as user questions, usage, user and permissions management, and configuration settings.
- Initial error analysis: Reproduce the issue, review log files, and obtain all necessary information and screenshots from the customer.
- Structured escalation to our Solution Consultants with a complete description of the issue whenever programming, database interventions, or customer-specific customizations are required.
- Regularly informing customers about the status of their requests and adhering to the agreed response times.
- Maintaining and expanding the knowledge base by documenting resolved cases as solution articles.
- Contribute to improving our support processes, for example by providing feedback on recurring error patterns.
Our expectations of you
Education
- Completed vocational training, for example in business administration or IT, or initial experience in customer service (career changers welcome!).
Qualifications
- Confident use of Windows, Microsoft Office, and Microsoft Teams.
- Technical aptitude and an interest in learning about software solutions.
- Basic knowledge of databases or DMS, scanning, or archiving systems is an advantage, but not required.
- Structured and meticulous approach to work, even when handling multiple requests simultaneously.
- The ability to follow established processes and fully document requests.
- Friendly and confident demeanor, even when customers are upset.
- Enjoy helping customers and explaining technical solutions in simple terms.
- Very good German language skills, both written and spoken, with a focus on error-free communication.
- Basic English skills for working with technical documentation.
Experience
- Previous experience in customer service, helpdesk, or telephone support is an advantage.
What we offer
- Long-term perspective: Every hire is intended to lead to a permanent position.
- Structured onboarding: Gain exclusive expertise through our training platform.
- You’ll also be supported by an experienced mentor who is always available to answer your questions.
- Clear processes: We rely on transparent and structured workflows that make your day-to-day work easier and promote efficiency.
- You always know where you stand and can rely on clear guidelines and well-organized processes.
- Collegial team: As a family-owned business, we value solidarity and mutual support—everyone contributes to our shared success.
Benefits
Health, fitness & fun
Job locations
About your employer
amsepa AG, a family-run company based in Wiesbaden, Germany, offers digital solutions that simplify paper-based administrative and business processes. The company collaborates with channel partners across Germany to market and successfully implement digitization projects.
- Established Company
- Internet, IT, Telecommunication
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