First-Level Support Specialist – All Genders
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Job Description
First-Level-Support für LABLIONS, Anbieter ganzheitlicher IT-Lösungen für medizinische Laborprozesse. Bearbeitung, Priorisierung und Dokumentation von Kundenanfragen in Jira und Confluence.
Responsibilities:
- First point of contact for customers in 1st-level support
- Handle customer inquiries by phone, email, and through the customer portal
- Analyze and assess incoming inquiries
- Create structured tickets in the ticketing system
- Organize tickets by priority and subject area
- Forward tickets to the appropriate contacts or teams
- Independently resolve 1st-level tickets after comprehensive onboarding
- Document inquiries, solutions, and findings in Jira and Confluence
- Further develop and improve support processes and the knowledge base
Requirements:
- Completed vocational training in IT, computer science, or a comparable qualification, or relevant professional experience in customer support
- Practical experience with Jira and Confluence is essential
- Initial experience in first-level support or handling customer inquiries
- Friendly, confident, and service-oriented communication by phone and in writing
- Structured, thorough, and reliable working style
- Good written and spoken German
- English language skills are an advantage
- Good technical understanding
- Willingness to learn laboratory-specific software and customer processes
Benefits:
- Option to work remotely, in a hybrid arrangement, or from the office
- Up to 20 workation days within the EU
- Flexible working hours
- Flexitime account
- eGym Wellpass
- Corporate benefits
- Company pension scheme
- Team events
- “Come as you are” culture
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