Technical 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 enthusiasm for 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.
• Application Support & Consulting: You assist our customers in optimally using our applications, accompany release changes, and advise on functional settings as well as interface configurations.
• Customer Consulting: Professional support via telephone, email, and chat, and building long-term customer relationships.
• Ticket Management: Efficient processing and documentation of inquiries in our ticket system to ensure quick problem resolution.
• Error Analysis & Resolution: 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.

Your profile:

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 application or software support.
• Technical Competence: Advanced network knowledge (VLAN, VPN, firewalls), server infrastructure (Windows, virtualisation, on-premise and cloud) as well as good MS-SQL skills.
• Language Skills:Very good German skills in spoken and written form and good English skills; French skills are a plus.

You are a good fit for 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 a high level of self-motivation to deeply engage with new applications and technologies.
• want to continuously develop yourself both personally and professionally.

The role is less suitable for you if you…

• prefer an exclusively highly structured working environment.
• quickly get discouraged by complex technical problems and are reluctant to independently search for causes.
• find customer contact disruptive and prefer to work exclusively in the background without communication.
• tend to avoid changes such as new releases, technologies, or shifting priorities rather than actively shaping them.
• are reluctant to collaborate with various interfaces such as development, sales, and project management.

What we offer you:

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

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

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

🧭 Ownership: Real responsibility, short decision paths, visible impact

🔒 Stability: Permanent contract & market-appropriate remuneration

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