Technical Support Analyst providing first - level support for Lumary's healthcare technology products. Identifying and resolving customer queries while assisting with product engagement and issue escalation.
About the role
- Technical Support Engineer resolving complex technical issues for Vodafone Germany’s fixed and TV products. Collaborating with teams to enhance customer experience in a dynamic environment.
Responsibilities
- Act as a technical and process reference for junior incident managers
- Handle long-running and complex tickets, ensuring resolution within SLA and KPI targets
- Perform fault identification and resolution for Vodafone Germany customers
- Collaborate with internal competence teams and third parties to resolve incidents
- Manage end-to-end customer incidents from initial contact to resolution
- Deliver exceptional customer experience measured by NPS and feedback
- Work on a 24/7 rotational shift basis, including weekends and public holidays
Requirements
- Minimum 2 years’ experience in troubleshooting and technical support for complex solutions
- Advanced knowledge of fixed and TV products, including routing, switching, and IP services
- Fluent in German (C1 level) and English, both written and spoken
- Strong analytical and communication skills with a customer-oriented mindset
- Ability to support new team members in complex scenarios
- CCNA certification is preferred
- Bachelor’s degree in Computer or Telecommunications Engineering or related field
Benefits
- Advanced troubleshooting techniques for fixed and TV networks
- Cross-functional collaboration and stakeholder management
- Process optimisation and incident management best practices
- Deep understanding of Vodafone’s product portfolio and tools
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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