Technical Support Analyst (German)

TL;DR

Technical Support Analyst (IT Support): Resolving customer technical inquiries and troubleshooting system issues with an accent on high-impact incident management and ticket lifecycle. Focus on maintaining SLAs, coordinating critical incidents, and mentoring junior analysts.

Location: Hybrid in Sofia, Bulgaria

Company

A global family-owned German company providing innovative solutions for the automotive and solar industries.

What you will do

• Manage inbound customer inquiries via phone, chat, and ticketing systems.
• Troubleshoot and resolve technical issues based on internal knowledge documentation.
• Handle high-impact incidents and coordinate resources for critical resolution.
• Mentor and train junior 1st level agents in cooperation with Knowledge Management.
• Ensure KPIs and SLAs are met through consistent ticket management and reporting.
• Provide on-call support for critical off-hours issues.

Requirements

• Minimum 2 years of experience in Customer Support or Service Desk roles.
• Fluent English and German (B2 level) required.
• Must be based in Sofia, Bulgaria for hybrid work.
• Proficiency in Windows, MS Office, VPN software, and internet applications.
• High school diploma.

Nice to have

• ITIL v3 or v4 Certification.
• Experience with ESM tools such as ServiceNow, JIRA, or BMC Remedy.
• Background in IT Operations.
• Experience with call handling tools.

Culture & Benefits

• Flexible work environment combining remote options and in-office collaboration.
• Modern, sustainable office in a convenient location with parking.
• Competitive package including health insurance, food vouchers, and bonuses.
• Access to internal training and clear career growth paths.
• Extra vacation days and a diverse, inclusive community.