Customer Support Agent (m/f/d) - 100%

About the job

Are you passionate about technology, think solution-oriented, and put the needs of your customers at the centre? Then become part of our team as a Customer Support Agent. With your technical know-how, commitment, and joy in customer contact, you competently support our customers in using our software solutions – and help shape the digital future with us.

Your responsibilities:

• 1st & 2nd Level Support: Supporting users with all questions regarding the application including usage and configuration, complemented by technical support and efficient escalation of complex cases.
• Customer advice: Professional support via telephone, email, and chat and building long-term customer relationships.
• Ticket management: Efficient processing and documentation of enquiries in our ticket system to ensure quick problem resolution.
• Error analysis & solution: Reproducing software errors, identifying causes, and developing sustainable solutions in close coordination with development.
• Knowledge management: Expanding our knowledge base as well as creating FAQs and tutorials for users.
• Cooperation: Close collaboration with development, sales, and project management for continuous product improvement.

What you bring with you:

Must-haves

• IT affinity: Successfully completed vocational training as an IT specialist EFZ or a comparable degree
• Support experience: Solid professional experience in 1st or 2nd level support, ideally in a software environment
• Technical competence: Sound knowledge of common IT systems and applications, experience with SQL databases is a plus
• Language skills: Very good German skills in spoken and written form and good English and French skills

You fit well with us if you…

• have the ability to understand and independently solve complex software-related problems
• possess a strong customer orientation, high team spirit, and an independent working style
• have high self-motivation to deeply familiarise yourself with new applications and technologies
• want to continuously develop yourself both personally and professionally

The role suits you less if you…

• prefer an exclusively highly structured working environment
• prefer to rely on predetermined solutions rather than independently analysing causes in complex technical issues
• wish to minimise direct contact with customers and other contacts and prefer to wait for changes – such as new releases, technologies, or shifting priorities – rather than actively shaping them
• prefer to work with few interfaces instead of regularly coordinating with development, sales, and project management

What we offer you:

🤝 Global network: Exchange of best practices within the Volaris Group

🕓 Flexibility: Home office options, flexitime, modern working methods & family-friendly culture

🚀 Career & development: Individual development plans, mentoring, internal mobility, and group-wide perspectives

🧭 Ownership: Real responsibility, short paths, visible impact

🔒 Stability: Permanent contract & market-appropriate remuneration

Are you ready not only to meet but to exceed our customers’ expectations? Send us your complete application documents (CV, certificates, diplomas, etc.) including your salary expectations. We look forward to your application!