Technical Support Specialist, 2nd Level
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Job Description
Technical Support Specialist working remotely or in Berlin, supporting customers and collaborating with teams for seamless problem resolution at Wire.
Responsibilities:
- Take a central role within the support team
- Work closely with customers and internal teams
- Provide first-class support and ensure an excellent user experience
- Handle incoming support requests via the ticketing system
- Diagnose and resolve technical issues
- Escalate complex cases to the next support level
- Provide timely updates and follow up on customer issues
- Document solutions and technical procedures in the knowledge base
- Collaborate with team members as well as product and engineering teams
- Guide customers through product features
- Identify recurring issues and propose improvements
- Share key metrics and updates with internal stakeholders
Requirements:
- 3+ years of experience in tech support
- Degree or training in IT, Computer Science, or a related field
- Excellent communication skills in German and English
- Basic understanding of IT systems, network technologies, and software applications
- Experience with Zendesk and Jira is a plus
- Strong problem-solving skills
- Proactive attitude and commitment to delivering high-quality support
- Ability to prioritize tasks effectively
- Motivation to stay up to date with new technologies and tools
Benefits:
- Access to learning and development opportunities
- Urban Sports Club membership
- Fresh breakfast in the office
- Daily fruit and snacks
- Free soft drinks
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