Technical Support Specialist ensuring customer success by managing support through Intercom. Focused on automating solutions and enhancing customer interactions.
About the role
- Technical Support Referent analyzing support requests and providing solutions in the automotive sector. Collaborating with colleagues to ensure continuous support and quality management compliance.
Responsibilities
- Analyzes received support requests and identifies appropriate solutions, based on available basic data and own technical skills.
- Escalates support requests that cannot be resolved at Level 1 to the higher technical level, according to established procedures.
- Ensures monitoring and management of support requests throughout their lifecycle, until their closure.
- Promptly informs the manager of any incident identified during the processing of requests.
- Takes over and manages support requests from colleagues in situations of absence, ensuring business continuity.
- Translates support requests or other documents, at the manager's request.
- Ensures compliance with internal procedures and work instructions in the processing of each task.
- Manages support requests considering the impact on warranty costs generated by operations and makes recommendations for part replacement, when necessary.
- Proposes the creation or updating of items and/or databases, to continuously improve the knowledge base.
- Applies and complies with the requirements of the client's quality management system.
Requirements
- Technical university degree (preferably in automotive, mechanical or electrical/electronics)
- Fluent in German
- Intermediate-advanced English
- Passionate about the automotive industry.
Benefits
- Benefit Platform
- Holiday Voucher
- Private medical insurance
- Performance bonus
- Easter and Christmas bonus
- Employee referral bonus
- Bookster subscription
- 7Card
- Work from home options depending on project.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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