Mitarbeiter 1st Level Support (m/w/d)

Full-time

Everfield

Als Mitarbeiter im 1st Level Support bist Du die erste Ansprechperson für unsere Kunden bei Fragen und technischen Problemen rund um die Produkte und Dienstleistungen von helloTESS!.

Du nimmst Supportanfragen strukturiert auf, analysierst die Ursachen, löst möglichst viele Anliegen selbstständig und leitest komplexere technische Fälle qualifiziert an den 2nd oder 3rd Level Support weiter.

Dein Ziel ist es, einen stabilen Betrieb beim Kunden sicherzustellen, Ausfallzeiten zu minimieren und eine hohe Kundenzufriedenheit zu gewährleisten.

Deine Aufgaben

Kundenbetreuung und Support

Entgegennahme und Bearbeitung von Kundenanfragen per Telefon, E-Mail und Ticketsystem
Erste Ansprechperson bei Fragen zur Bedienung und Konfiguration der helloTESS!-Lösungen
Unterstützung der Kunden bei Störungen im laufenden Kassen- und Paymentbetrieb
Freundliche, lösungsorientierte und verständliche Kommunikation mit den Anwendern
Nachverfolgung offener Supportfälle bis zur vollständigen Klärung
Proaktive Information der Kunden über Bearbeitungsstände und Lösungen

Fehleranalyse und Problemlösung

Strukturierte Aufnahme und Dokumentation von Fehlerbildern
Durchführung einer ersten technischen Analyse
Eingrenzung möglicher Ursachen anhand vorhandener Informationen, Systemmeldungen und Logdaten
Lösung wiederkehrender und standardisierter Supportfälle
Unterstützung bei Themen wie:
- Anmeldung und Benutzerverwaltung
- Artikel- und Stammdaten
- Drucker und Belegdruck
- Netzwerk- und Verbindungsprobleme
- Kassenhardware und iPads
- Paymentterminals und Zahlungsprozesse
- Tagesabschlüsse und Abrechnungen
- Backoffice- und Cloudanwendungen
Durchführung definierter Fehlerbehebungsmaßnahmen und Workarounds
Qualifizierte Eskalation komplexer Fälle an den 2nd oder 3rd Level Support

Ticketmanagement und Dokumentation

Vollständige und nachvollziehbare Dokumentation aller Supportfälle im Ticketsystem
Korrekte Priorisierung und Kategorisierung der Tickets
Erfassung relevanter Informationen wie:
- betroffener Kunde und Standort
- eingesetzte Hard- und Software
- Fehlerbeschreibung
- Zeitpunkt und Häufigkeit
- bereits durchgeführte Maßnahmen
- Screenshots, Logfiles und weitere Nachweise
Einhaltung der vereinbarten Reaktions- und Bearbeitungszeiten
Pflege und Weiterentwicklung interner Supportdokumentationen
Erstellung von Anleitungen und Einträgen für die Wissensdatenbank

Zusammenarbeit mit anderen Abteilungen

Enge Zusammenarbeit mit dem 2nd und 3rd Level Support
Abstimmung mit Professional Services, Produktmanagement und Entwicklung
Weitergabe wiederkehrender Kundenprobleme und Verbesserungsvorschläge
Unterstützung bei der Identifikation systematischer Fehler
Zusammenarbeit mit Sales und Customer Success bei kundenbezogenen Fragestellungen
Teilnahme an internen Abstimmungen und Support-Reviews

Dein Profil

Fachliche Anforderungen

Abgeschlossene kaufmännische oder technische Ausbildung oder vergleichbare praktische Erfahrung
Erste Berufserfahrung im Kundenservice, technischen Support, IT-Support oder Helpdesk von Vorteil
Gutes technisches Verständnis und Interesse an digitalen Lösungen
Sicherer Umgang mit Computern, mobilen Endgeräten und cloudbasierten Anwendungen
Grundkenntnisse in den Bereichen:
- Netzwerk und WLAN
- iOS und iPadOS
- Drucker und Peripheriegeräte
- Hard- und Softwarefehler
Erfahrung mit Kassensystemen , Paymentlösungen , Gastronomie oder Hotellerie ist von Vorteil
Erfahrung mit Ticketsystemen und Supportsoftware ist wünschenswert
Sehr gute Deutschkenntnisse in Wort und Schrift
Gute Englischkenntnisse für die interne Kommunikation und technische Dokumentationen

Persönliche Anforderungen

Ausgeprägte Kunden- und Serviceorientierung
Freundliches, professionelles und verbindliches Auftreten
Ruhe und Belastbarkeit auch bei zeitkritischen oder emotionalen Kundenanfragen
Strukturierte, sorgfältige und lösungsorientierte Arbeitsweise
Fähigkeit, technische Sachverhalte verständlich zu erklären
Hohe Eigenverantwortung und Zuverlässigkeit
Gute Priorisierungsfähigkeit
Teamfähigkeit und Bereitschaft zur engen Zusammenarbeit
Neugier und Bereitschaft, sich kontinuierlich in neue Produkte und Funktionen einzuarbeiten
Freude daran, Kunden schnell und nachhaltig zu helfen

Apply

Vacancy posted 16 days ago

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