Job
In this role, you handle technical inquiries in First-Level Support via phone and email, analyze issues, document processes in the ticket system, and maintain knowledge management to provide comprehensive user support.
This listing has been machine translated. Show original
Job technologies
Your role in the team
- As a First-Level Support / User Help Desk employee, you ensure that technical inquiries are resolved quickly, clearly, and reliably.
- You receive reports of technical issues by phone and email and coordinate their prompt initial handling.
- You handle known issues directly in 1st-level support and guide users confidently through appropriate solutions.
- You analyze and prioritize customer inquiries while documenting every step clearly in the ticketing system.
- You keep the internal knowledge base up to date by maintaining content and creating new entries.
- You create clear, practical user guides for colleagues and internal customers.
Our expectations of you
Education
- You have completed technical or commercial vocational training—or, alternatively, have demonstrable experience in IT support.
Qualifications
- Ideally, you are already familiar with BGW’s support processes.
- You have a strong technical understanding and a genuine interest in digital topics.
- You are confident and proficient in using MS Office (Word, Excel, Outlook).
- You demonstrate a strong service orientation in direct contact with users, communicate reliably, and quickly identify problems.
- Communication comes naturally to you; you analyze systematically and work independently and with a clear focus on achieving goals.
- Very good written and spoken German skills (C1) round out your profile.
What we offer
- Competitive compensation, complemented by an employer-funded occupational pension plan to which we contribute 2–4% of your gross salary.
- A friendly work environment built on collaboration and an open culture that welcomes new ideas and embraces innovation.
- The opportunity to work remotely and adapt your working hours to your individual needs.
- Onboarding with experienced mentors to help you quickly get to grips with your responsibilities and our culture.
- Professional development opportunities, including our Talent Management Program and specialized leadership training.
- Online fitness classes and the option to lease a company bike—for your health and mobility.
Benefits
Work-Life-Integration
Health, fitness & fun
Job locations
About your employer
BG-PHOENICS GMBH unites a long standing expertise in the IT industry with extensive sector knowhow and cutting edge technologies. Thus, we create high quality and futureproof business solutions, tailor made IT options as well as client ready branch software.
- 2001
- Established Company
- Onsite, Hybrid
- Internet, IT, Telecommunication
More jobs
These jobs might also interest you
Anyone who joins here not only designs software – they bring machines to life that are recognizable on real construction sites. Software Developer (m/f/d) Basic Engineering Our client is an internationally leading manufacturer of technically...
Operation, monitoring, and further development of the network infrastructure. Administration and configuration of firewalls, routers, and switches. Ensuring network availability, performance, and security. Participation in IT security concepts and...
Area of responsibility “DRV Bund IT” is the service provider for Deutsche Rentenversicherung Bund, developing and operating a complex IT system landscape in close coordination with its customers. Our “IT4IT” domain provides IT departments across DRV...
