Customer Support and Operations Specialist with German (SaaS Business Applications)

Nasze wymagania: You are fluent in German at a minimum C1 business level. You are proficient in English (professional working proficiency). You have 2+ years of experience in SaaS application support. You have a basic knowledge of ITIL v4 and service management principles (preferred). You have experience in working with ticketing systems (e.g., Zendesk). You have strong problem-solving skills including analytical thinking, a structured way of working, and the ability to solve complex problems. You demonstrate personal responsibility and a team-oriented approach to work. You have excellent communication and interpersonal skills, as well as empathy, patience, and a focus on customer satisfaction. You can maintain an overview when prioritizing and managing multiple tickets, even in stressful situations. You have obtained Bachelor’s degree in Computer Science, Information Technology, or a related field. Mile widziane: An understanding of core concepts in data engineering and data interfaces is nice to have. O projekcie: The Customer Support and Operations Specialist ensures that our clients can work with our applications reliably and as intended, by combining second-level support with proactive customer enablement. By resolving incidents, training power users, and supporting onboarding and rollouts, they help maintain smooth operations while adhering to our SLAs. The ultimate objective is to contribute directly to customer satisfaction, adoption, and long-term retention. Simon-Kucher Engine's digital end-to-end solutions deliver sustained top-line impact for our clients. Are you interested in working in a team of digital evangelists with a can-do attitude? And most importantly, do you want to make a difference? Then you've come to the right place! Zakres obowiązków: You will provide 2nd-level support, diagnose and resolve technical problems, ensuring that our customers can work smoothly with our applications. You will deliver training to customer power users, clients and Partners (collaborating with both business and technical users). You will respond to customer support requests and inquiries, ensuring timely resolution and customer satisfaction. You will monitor SLA adherence and collaborate with cross-functional teams to escalate and resolve critical incidents. You will document and track support cases, including root cause and resolution. You will contribute to the development of support documentation and knowledge base articles. You will mentor and support new team members during onboarding. You will support post-go-live activities (e.g., small change requests), ensuring delivery on time, within budget, and in line with quality standards. Oferujemy: Employment contract. Private medical insurance in the highest package fully paid by the employer (VIP Allianz). Multisport card fully financed by the employer. Annual bonus (dependent on the evaluation). Employee referral program. Remote work subsidy of €500 to start, then monthly bonus for utilities. International Travel Safety card. Access to LinkedIn Learning and Headspace. Employee Assistance Program (EAP). Microsoft Workplace Discount Program. Access to an online platform offering exclusive discounts and special offers from well-known brands. Birthday book for the employee. Internal Learning&Development Department with more than 5 000 different training courses. Our office is pet-friendly, so feel free to bring your furry friend to work and enjoy their company throughout the day! Extended Business Travel Option - opportunity to extend your business trips and stay a little longer to explore some of Europe’s most exciting cities.