Customer Support 1st Level
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Job Description
Customer Support 1st Level providing assistance for PlentyONE software inquiries through ticketing system. Engaging with customers to resolve issues and ensure satisfaction.
Responsibilities:
- Act as primary contact mainly via service desk tickets
- Provide friendly, timely assistance on PlentyONE software inquiries
- Log and classify tickets accurately, set priority
- Resolve standard issues (how-to, login/access, known incidents)
- Escalate complex issues to L2 with full documentation
- Maintain proactive communication to ensure satisfaction
- Contribute to knowledge base (articles, FAQs, macros)
- Collect and share customer feedback with Product & Engineering
Requirements:
- Proven experience: 2+ years in 1st level customer support or a similar role
- You have experience in a Software / SaaS company
- You are experienced in using a ticket system to communicate with the customer and the intern team
- Your mindset is customer oriented and you understand what the Need is
- you are stress resistant and like working KPI oriented
- Excellent Communicator: You can clearly communicate solutions and information to the customer and intern stakeholders.
Benefits:
- We remote together - we stand for a digital thinking, working and decision-making solution.
- Work-life balance & a headquarters in Kassel, Berlin and Timisoara.
- Up to date: work with the latest hardware and technology.
- Always better: further training budget and a wide range of workshops.
- Well provided for: 7 card Gym subscription, Pluxee card for meal tickets, Private medical insurance.
- extensive social benefits, e.g. childcare subsidy, Edenred credit card, company pension scheme, anniversary bonus.
- Get mobile with us: "Deutschland Ticket" for public transport and bike leasing.
- Team events and legendary plenty parties.
- annual december bonus
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