IT - Support / Customer Care Specialist (all genders)
You support our customers as the first point of contact for technical issues and ensure that problems are resolved quickly and reliably. If you enjoy helping users, have solid technical understanding, and work in a service-oriented way, you’ll be a great fit for our team.
What you can move with us:
- Serve as the first point of contact for customers with technical questions via phone or email
- Analyse issues through remote access using appropriate diagnostic methods
- Guide customers clearly and effectively through the troubleshooting process
- Escalate complex cases in a structured manner to the next support level
- Document cases, keep information up to date, and follow up on open tickets
- Share customer feedback with internal teams and contribute ideas to improve our processes
What you bring along:
Must-haves
- At least 3 years of experience in IT helpdesk or customer support
- A degree in an IT-related field or a comparable qualification
- Ability to identify and resolve technical issues
- Clear communication skills, a service-oriented approach, and composure in stressful situations
- Very good German and English skills (minimum B2 level)
Nice-to-haves
- Experience in Customer Success or SaaS environments
- Knowledge of support coordination or 24/7 support structures
- Experience with tools such as Jira Service Management or ServiceNow
How we value your work:
- Flexible working hours, hybrid work, workation, sabbatical
- U3 daycare as well as childcare subsidy
- Urban Sports Club membership and other health/sports offers e.g. bike leasing
- Long-term development prospects with a wide range of further training opportunities
- Varied, healthy and subsidized lunch in our canteen
- Large INFORM summer party, company and team events as well as a Christmas party
Contact person:
Kevin Kiesling . kevin.kiesling(at)inform-software.com . Tel. +49 (0) 2408 9456 0
WHO WE ARE
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We are INFORM. For over 50 years, we have been developing software solutions for intelligent process optimization based on artificial intelligence and operations research. From our modern campus in Aachen, remotely or from abroad - more than 1000 employees work every day with passion, ambition and expertise to drive great things forward together as a team. And always with their finger on the pulse of time.
All genders are welcome! <PRESS START>
WORK AND LIFE IN BALANCE
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VISIT OUR CAREERS PAGE AND LEARN MORE ABOUT #WORLDOFINFORM
Watch the video and see what our culture is like. On the INFORM career page you will find many more insights and information that you should not miss. Have fun exploring.
WHAT EMPLOYEES AND APPLICANTS SAY ABOUT US
The satisfaction of our employees and applicants is our top priority. Regular feedback is extremely important to us, because it is the only way we can continuously improve ourselves, our working conditions and internal processes, such as our application process.
WHAT WE STAND FOR
COMMUNITY
Community is not just a word. It is our understanding that you can only reach your goal as a team. A "together-everything-is-better" approach that includes all employees. From the boss to the trainee. We are all INFORM. And only together are we a Team Winner.
DIVERSITY
For us, diversity means the perfect mix of people and skills. In order to optimally adapt to every circumstance and successfully master every challenge, we consist of different business units with different solutions.
PROMOTION
We are forward-looking and courageous. We are open to new things and hungry for success. We always want to make existing things even better and value the meaningfulness of our work. No matter what lies ahead, we go for it and look for people who will go ahead with us.
