Job
You handle technical support inquiries, perform root cause analysis and bug fixing, communicate with customers, and actively work on improving internal support processes.
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Job technologies
Your role in the team
- You are responsible for ensuring that support requests are handled and resolved quickly, professionally, and competently.
- You are responsible for analyzing and handling technical incidents, including root cause analysis and bug fixing, and supporting documentation and testing.
- You support the support management in receiving and prioritizing requests at 1st, 2nd, and 3rd levels, ensure a quick response, and monitor the prompt handling of open tickets.
- You communicate independently with clients, develop a deep understanding of their requirements, and ensure that solutions meet their expectations.
- They monitor user forums, answer technical questions, and contribute to the helpdesk to minimize recurring issues.
- You actively contribute to the improvement of internal processes and support quality.
Our expectations of you
Education
- Completed training in web development or a comparable technical qualification.
Qualifications
- Proficient handling of databases (e.g., MySQL, MariaDB) and web servers.
- Analytical thinking, quick comprehension, as well as a structured and self-reliant way of working.
- Strong communication skills and no fear of direct customer contact, including via phone.
- Very good German and English skills (at least B2) for daily communication.
Experience
- At least two years of experience in customer support, ideally in a software-related environment.
- Excellent knowledge of PHP and JavaScript as well as practical experience in the development and analysis of web applications.
- Preferred but not required: experience with MediaWiki or similar systems.
What we offer
- Varied and interesting tasks with a high degree of personal responsibility.
- Flat corporate hierarchies, an international and motivated team, and good mood.
- Secure job in one of Germany's most beautiful cities with optimal public transport connections.
- Flexible working hours, flextime models, option for two days of home office per week.
- A personal budget for further education and training.
- Extras such as company pension scheme subsidies or e-bike leasing.
Benefits
Work-Life-Integration
Topics you will work on
Job locations
About your employer
Hallo Welt! wurde gegründet, um die Technologien und die Konzepte der Wikipedia für professionelle Anwender nutzbar zu machen. Seit 2007 bauen wir kollaborative Wissensplattformen für Unternehmen – und hier vor allem Lösungen für Wissensmanagement, Online-Dokumentationen und Qualitätsmanagementsysteme.
- 2007
- Digital Agency
- Onsite, Hybrid
- Internet, IT, Telecommunication
Employer reviews
- Engineering
- 4.0
- Team culture
- 4.8
- Career growth
- 4.6
- Working conditions
- 4.2
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