Customer Support Advisor

The Customer Support Advisor will be the first point of contact for 1st and 2nd line customer queries via telephone and email, managing cases through their entire lifecycle from first contact through to resolution. Where cases require deeper investigation, you will work closely with the technical team to troubleshoot and find a resolution. We're looking for someone naturally curious about technology who enjoys understanding how things work, is comfortable digging into a problem and asking questions, and has a positive, can‑do approach to problem solving. This is a great entry‑level opportunity to grow into a technical support career. This role includes occasional travel to our Hamburg office, typically 2-3 times per quarter. Responsibilities include: Receiving, logging and managing cases raised from customers and internal staff via telephone and email Manage all incoming cases in a professional, courteous manner, always going above and beyond to delight our customers Strive to achieve first‑time call resolution, utilising your knowledge of the CitNOW Group products to solve cases efficiently Take ownership of 2nd line investigation, conducting thorough diagnostics alongside the technical team Conduct full and thorough diagnostics with end users, ensuring all cases are progressed and cleared within SLAs Take ownership of cases and manage them through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress Where appropriate, escalates tickets to the relevant internal or external team, providing a detailed synopsis of all activity to date Utilise support ticket software to log, monitor, update and resolve customer problems in a timely and efficient manner Maintain and develop product and system knowledge and skills to assist with first‑time call resolution Publish support documentation to assist staff with requests for information and provide staff training when required Keep all Company documentation up to date while also writing standard operating procedures for repeated tasks Collaborate on internal projects as required to ensure continuous improvement Develop and maintain customer relationships by ensuring the customers experience is positive from the beginning of their journey to the end Other administrative tasks as and when required Fluency in German is essential, along with strong English skills A customer‑centric mindset, with a passion for delivering outstanding customer service Excellent problem‑solving skills, with a genuine interest in technology and how software products work Ability to multitask and prioritise tasks effectively in a fast‑paced environment Good written and spoken communication skills, with the ability to explain technical issues clearly and concisely to non‑technical customers Benefits In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi‑time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing. We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us. Equal Opportunity The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone's individuality is valued. #J-18808-Ljbffr