Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Temporary employment
- Location
- Berlin
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you handle customers' technical inquiries in First Level Support, resolve simple issues independently, escalate complex cases, and document insights for ongoing service quality improvement.
Job Technologies
Your role in the team
- Be the first point of contact: You provide technical first-level support via phone, email, or our ticket system for customers with IT-related issues.
- Simple self-resolution: You handle straightforward support cases independently.
- Escalate intelligently: You forward complex inquiries - well documented and prepared - to our Second-Level Support team.
- Collaborate within the team: You work closely with other IT teams to identify recurring issues and continuously improve service quality.
- Clarify and support: You assist customers in narrowing down technical issues and articulating them clearly before the actual troubleshooting begins.
- Share insights: You create reports from customer feedback to identify patterns and highlight areas for improvement.
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Our expectations of you
Qualifications
- A structured and solution-oriented mindset, as well as strong troubleshooting skills.
- Basic knowledge of working with the Linux command line.
- Strong communication skills: Very good German (at least C1) and good English (at least B2).
Experience
- Experience in telephone-based Customer Support.
- Bonus: Experience with Postfix and PostgreSQL is a real plus.
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What we offer
- Flexible working hours and the possibility of working from home.
- Mobility: Free Germany Ticket, Job Bike Leasing, or Parking.
- Meal allowances (e.g., Lieferando) and internet costs for home office.
- Urban Sports Club membership for flexible sports, fitness, and wellness offerings.
- Office benefits: Roof terraces & green courtyard, organic fruits and drinks, acceptance of private packages.
- Get together: monthly Pizza Friday at the office, regular team events, big summer party.
- Responsible leadership: structured onboarding, regular feedback, transparent goals.
- Innovative without startup risk: For two decades, we have been profitable and invest independently in innovation with great market potential worldwide.
- International team: Over 120 people from more than 30 nations collaboratively shaping an open working environment.
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Benefits
Work-Life-Integration
Food & Drink
Health, Fitness & Fun
Topics that you deal with on the job
Job Locations
This is your employer
Zertificon Solutions GmbH
Zertificon ist ein führender Software-Hersteller im Bereich IT-Sicherheit mit Sitz in Berlin. Seit 1998 sichert Zertificon elektronische Geschäftskommunikation von Unternehmen aller Größen und Branchen mit E-Mail-Verschlüsselung und digitalen Signaturen.
Description
- Company Size
- 1-49 Employees
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
First-Level Support Agent
- Location
- Berlin
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
