Ensure fast and professional initial clarification and problem solving for technical inquiries from B2B customers, adhering to SLAs and documenting completely.
* Process telephone and written customer inquiries professionally and customer-friendly.
* Perform initial clarifications and technical troubleshooting, especially in fixed network areas (Internet, VPN, Managed LAN, SD-WAN, and Voice Services).
* Document customer requests and solutions clearly for efficient transfer to 2nd and 3rd level support.
* Comply with different service level agreements (SLAs) when processing requests.
* Coordinate internal resources to find solutions and ensure OLA/SLA compliance.
* Support escalation processing through strong de-escalation skills and targeted communication.
* Work closely with colleagues from different departments to improve customer service.
Requirements:
* Experience in technical support, preferably in B2B customer service and/or telecommunications.
* Strong listening skills, analytical thinking, and precise work.
* High customer and service orientation, with enjoyment of solving technical problems.
* Very good communication skills, both written and spoken.
* Ability to work in a team and willingness to work in 24/7 shifts.
* Resilience and enjoyment of actively participating in a dynamic environment and thinking outside the box.
* Experience with documenting and complying with service level agreements is ideal.
* German is a must, other national languages are desired.
* English (basic knowledge at least) is a must.