Hybrid Technical Support Agent – m/f/d

at Hallo Welt! GmbH

• Job title: Technical Support Agent – m/f/d
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Professional Certificate
• Location requirements: Hybrid, Regensburg, Germany

About the role

• Technical Support Agent working on 1st and 2nd level support for MediaWiki software. Collaborating with clients and internal teams to resolve technical issues and support software implementation.

Responsibilities

• As 1st- and 2nd-level support, you are the central point of contact for technical problems and inquiries from our users.
• You ensure that support requests are handled promptly and efficiently.
• You assist our customers with the implementation of templates — from requirements analysis to individual configuration and execution.
• You monitor incoming support via the ticketing system (Easy Redmine), email and phone, ensure rapid response, clarify potential costs and ensure that open requests are processed quickly.
• You also monitor inquiries in our user forums and provide technical assistance.
• You conduct small training sessions and support the rollout of our software.
• In close cooperation with software development and system administration, you support the team in error analysis and in planning and executing User Acceptance Tests, and you document the resulting test outcomes.

Requirements

• Completed IT-related vocational training or a comparable background is an advantage.
• Career changers and entry-level applicants are welcome!
• Ideally, you have experience supporting custom software and/or IT systems.
• You have basic knowledge of HTML, CSS and JavaScript and have preferably worked with web-based applications.
• You are familiar with ticketing systems and common office applications.
• You have strong customer and service orientation as well as good organizational and communication skills.
• You have a quick grasp and are able to rapidly understand technical problems and contexts and describe and document them precisely.
• You can work in a dynamic environment and are able to set priorities correctly.
• You remain friendly, solution-focused and are able to explain things clearly.
• You have very good German and English skills, both written and spoken.

Benefits

• Varied and interesting responsibilities with a high degree of personal responsibility
• Flat hierarchies, an international and motivated team, and a positive working atmosphere
• A secure job in one of Germany’s most beautiful cities with excellent local transport connections
• Flexible working hours, flextime models, option for two days of home office per week
• A personal budget for further training and development
• Extras such as a company pension subsidy or e-bike leasing
• Perks for geeks!
• A position with an innovation leader for MediaWiki applications
• Access to state-of-the-art technologies such as Docker and many others
• Scope to shape your role in a small but excellent team of developers and tech support staff
• Challenging projects and continuous learning on the job
• Close ties to a global developer community