Customer Support 1st Level - Remote

Overview

As a Customer Support 1st Level, you will be the primary contact for customers seeking assistance with our SaaS product, ensuring timely and friendly support through a ticket system.

In Short

• Act as primary contact mainly via service desk tickets
• Provide friendly, timely assistance on PlentyONE software inquiries
• Log and classify tickets accurately, set priority
• Resolve standard issues (how-to, login/access, known incidents)
• Escalate complex issues to L2 with full documentation
• Maintain proactive communication to ensure satisfaction
• Contribute to knowledge base (articles, FAQs, macros)
• Collect and share customer feedback with Product & Engineering

Requirements

• Proven experience: 2+ years in 1st level customer support or a similar role
• You have experience in a Software / SaaS company
• You are experienced in using a ticket system to communicate with customers
• Your mindset is customer-oriented and you understand customer needs
• You are stress-resistant and like working KPI-oriented
• You can clearly communicate solutions and information to customers and internal stakeholders

Benefits

• We remote together - freedom to work from anywhere in Germany and Romania
• Work-life balance & a headquarters in Kassel, Berlin, and Timisoara
• Work with the latest hardware and technology
• Further training budget and a wide range of workshops
• Well provided for: gym subscription, meal tickets, private medical insurance
• Extensive social benefits, e.g. childcare subsidy, company pension scheme
• Get mobile with us: public transport ticket and bike leasing
• Team events and legendary plenty parties