Customer Service / Support Specialist

We are looking for a customer-oriented Support Specialist to join our Client. In this role, you will be responsible for handling incoming customer inquiries and support tickets, ensuring timely and effective resolution while maintaining a high standard of customer satisfaction.

You will play a key role in monitoring service performance, tracking relevant KPIs, and contributing to the continuous improvement of support processes.

Key Responsibilities

• Manage and process incoming customer inquiries via ticketing systems, email, and other communication channels.

• Ensure timely handling, prioritization, and resolution of support tickets in accordance with established service levels.

• Communicate professionally with customers to provide updates, solutions, and guidance.

• Monitor and maintain relevant operational and service KPIs, ensuring targets are consistently met.

• Escalate complex issues to the appropriate teams and follow up until resolution.

• Maintain accurate documentation of customer interactions and ticket resolutions.

• Identify recurring issues and contribute to process improvement initiatives.

• Collaborate with internal stakeholders to ensure a seamless customer experience.

Requirements:

• Fluent German (C1/C2 level) and good command of English.

• Previous experience in a customer support, service desk, helpdesk, or ticket management role.

• Experience working with ticketing systems and customer service tools.

• Strong organizational skills with the ability to manage multiple tasks simultaneously.

Nice to Have

• Experience in an international or multilingual support environment.

• Familiarity with SLA management and service performance reporting.

• Experience using CRM or customer support platforms such as ServiceNow, Zendesk, Jira Service Management, or similar tools.