Service Engineer (w/m/d)
Core
Central point of contact for international customers, handling inquiries via phone, email, and ticketing systems while providing technical support and service coordination.
Role type
Service Engineer (L1 Support & Coordination)
Builds
OTRS service management solutions and support processes for global customers
Domain
IT Service Management (ITSM) / Customer Solutions
Deliverable
client delivery
Required skills
Ticketing systems (OTRS), technical analysis, knowledge management, process coordination, concept development, cross-functional collaboration, continuous improvement
Preferred skills
L2 support collaboration, stakeholder management
Technologies
OTRS, ticketing systems
Responsibilities
Analyze and resolve customer inquiries at L1 level, create and maintain FAQ entries and knowledge databases, qualify and coordinate service requests from request to implementation, support development of technical concepts for OTRS products, collaborate with internal teams (Deployment, Development, Sales), propose process optimizations
Seniority
Individual Contributor, mid-level
