Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will serve as the primary contact for customer inquiries about ERP and WMS software, analyze issues, document in the ticket system, and actively contribute to process improvements.
Your role in the team
- As a First-Level Support Agent (m/f/d), you are the first point of contact for our customers regarding questions and issues related to our ERP and WMS software solutions.
- With your analytical intuition, you quickly identify the causes of disruptions and coordinate the next steps, whether independently or in collaboration with other departments.
- You ensure that our customers are always informed about the status of their inquiries, you document requests thoroughly in the ticketing system, keep them updated on the current progress, and handle solution-oriented communication both internally and externally.
- In addition to daily operations, you actively contribute to the improvement of our software and processes, and also support internal quality assurance measures, testing, and workshops.
- In short, you are a key part of our support team and help make our customers successful.
- Systematic support of our customers via the ticket system, as well as by phone.
- Acceptance, classification, and prioritization of support requests in the ERP/WMS environment.
- Independent analysis and resolution of simple issues, with possible forwarding to specialized departments.
- Active communication with clients regarding processing statuses and solutions.
- Contribution to the improvement of software, processes, and internal documentation.
- Support with software testing and quality assurance measures.
- Participation in internal training sessions and mentoring.
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Our expectations of you
Education
- You have completed a commercial or IT apprenticeship and possess practical experience as well as knowledge of commercial processes.
Qualifications
- You have a quick grasp of concepts.
- You work independently and responsibly.
- You possess excellent communication skills.
- You love to think systematically and analyze complex problems in a structured manner.
- You communicate clearly, friendly, and solution-oriented — even when things get hectic.
- You enjoy working in a team, take responsibility, and never lose sight of the customer.
- You enjoy familiarizing yourself with software and processes and sharing your knowledge.
- You stay engaged: Following up, documenting, and improving processes are second nature to you.
Experience
- Experience with ticketing systems or ERP systems is an advantage.
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What we offer
- The possibility of working from home.
- A structured start, with an onboarding plan and support from your mentor.
- The opportunity for further development through internal and external training.
- Regular company events.
- Exciting challenges as well as personal and professional development opportunities.
- Flat hierarchies, open-door policy.
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Topics that you deal with on the job
Job Locations
This is your employer
SOG Business-Software GmbH
Seit über 35 Jahren, entwickeln wir ERP, WMS und E-Shop Software für den Handel.
Description
- Company Size
- 1-49 Employees
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
First-level support staff
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
