Technician / Supporter (2nd Level) IT, Network & Consumer Electronics (DE/ FR)

About the job

• Handling technical support requests via phone, email, and at the technical counter
• Providing information on repair status as well as opening and documenting repair cases (RMA)
• Performing fault diagnostics on devices, components, and systems
• Testing and preparing devices for further processing at service points
• Regular communication with suppliers, manufacturers, and external service points
• Ensuring solution-oriented and high customer service in the after-sales area
• Administrative tasks to comply with internal and external Service Level Agreements (SLA)
• Monitoring and controlling RMA processes including adherence to turnaround times
• Supporting the team in daily support operations and deputizing as needed

• Completed technical or commercial training (EFZ), ideally in IT or multimedia environment
• Initial experience in technical support or customer service
• Comprehensive knowledge and flair in IT, network technology, consumer electronics, and electrical engineering
• Structured and solution-oriented working style with quick comprehension
• You have solid knowledge of Microsoft (Windows), Apple, and Google (Android) operating systems
• You are strongly customer- and solution-oriented, precisely recognize needs, and successfully implement them thanks to empathy and communication skills
• Very good German skills, good French skills; additional languages are an advantage

• Discounts: Attractive discounts in the Brack online shop as well as lunch discounts and staff restaurants in Mägenwil and Willisau.
• Rest: At least 5 weeks of vacation, with the possibility of vacation purchase and unpaid leave.
• Development: Internal training in our own academy as well as financial participation in external further education.
• Family: 18 weeks paid maternity leave with extension options and 4 weeks paid paternity leave.
• Insurance: Above mandatory – 100% continued salary payment and full financing of daily sickness allowance insurance by the employer.
• Mobility: Free parking spaces, financial participation in public transport, and pool vehicles for business appointments.

• You create your profile in our career portal and apply directly online for the advertised position.
• You will immediately receive a confirmation of receipt and within a maximum of 10 working days you will receive feedback on the next steps.
• While you show us your patience, we take personal time to review your application and define the next steps.
• Your documents convince us, then we get to know each other via live video call or in a personal interview.
• The "match" is mutually confirmed. Then we proceed to the second interview round where you get to know your future workplace and the team.
• YES – we have chosen each other! The employment contract will be sent to you digitally and after signing the contract you will receive access to our internal communication channels and at the same time we prepare your onboarding process.