Customer Support Representative

BES Systemhaus GmbH is a leading IT service provider with a strong team of over 300 employees dedicated to delivering 360-degree IT solutions. We pride ourselves on offering a comprehensive and integrated IT approach that encompasses every facet of the digital landscape, ensuring seamless synergy between business operations and IT infrastructure. We leverage the latest state-of-the-art technology, meticulously tailored to meet the unique processes and requirements of each client. As a Customer Support Representative at BES Systemhaus, you will become an essential part of our mission to provide outstanding IT services. Your role will focus on being the first point of contact for clients, addressing their concerns and needs with professionalism and technical expertise. You will work closely with various teams to ensure swift resolution of issues and maintain high customer satisfaction. If you are passionate about IT service, enjoy problem-solving, and thrive in a dynamic, innovative environment, this opportunity with BES Systemhaus is perfect for you to advance your career and contribute to shaping the future of IT services.

Responsibilities

• Serve as the primary point of contact for customers seeking technical assistance over the phone, email, or chat.
• Diagnose and resolve technical hardware and software issues in a timely manner.
• Document all customer interactions and technical solutions accurately in the support ticketing system.
• Escalate complex issues to higher-level technical teams while ensuring clear communication.
• Provide guidance and training to customers on the use of BES Systemhaus IT products and solutions.
• Collaborate with internal teams to improve service processes and customer satisfaction.
• Follow up with customers to ensure their technical issues have been fully resolved and maintain positive relationships.

Requirements

• Proven experience in a customer support or help desk role within the IT industry.
• Strong understanding of IT systems, networks, and common software applications.
• Excellent communication skills, both verbal and written, in German and English.
• Ability to diagnose and troubleshoot technical issues effectively and efficiently.
• Customer-centric attitude with patience and problem-solving skills.
• Familiarity with support ticketing systems and CRM software.
• Ability to work independently as well as collaboratively within a team environment.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Work From Home
• Wellness Resources
• Stock Option Plan