Customer Care Agent (deutschsprachig – all genders)
Core
First point of contact for customers handling technical inquiries via phone, email, and ticketing systems to ensure fast, reliable, and high-quality resolution.
Role type
Customer Care Agent (Technical Support)
Builds
Customer experience and support operations for NFON
Domain
Telecommunications / VoIP / Cloud Solutions
Deliverable
client delivery
Required skills
Technical customer support, Ticket management, SLA-based processes, Telecommunications/VoIP/Cloud understanding, Documentation, Escalation management, Process improvement
Preferred skills
English (fluent), Technical background in IT support
Technologies
OTRS, Microsoft Dynamics
Responsibilities
Answer technical customer inquiries via phone, email, and ticketing system; Qualify and categorize incoming requests; Resolve standard issues independently; Document all interactions and solutions; Proactively communicate with customers; Escalate complex technical issues to Senior Customer Care Engineers; Contribute to knowledge management and identify process improvement patterns
Seniority
Mid-level, hands-on IC