Second Level Support Manager (m/f/d)

Permanent employee, Full-time · Oradea, Romania

Your tasks at
  • You are the contact person for our national and international customers in all questions of troubleshooting and handle their inquiries within the scope of 2nd level support
  • Analysis of complex technical IT software questions
  • Independent solution processing through analysis of databases and interfaces (REST/ GraphQL) as well as evaluation of telemetry data
  • For more complex, unresolved queries, you supply all relevant data to 3rd level support in a prepared form
  • Hand in hand working environment with product management, development and other departments
  • Traceable documentation of customer contacts and problem analyses in the Customer Support ticket system
  • Creation of workarounds for known issues
  • Maintenance of the Help Center
  • Tracking difficulties via remote sessions
  • Creation of adjustments to our chatbot for recurring questions
What you should bring in return
  • Completed degree in computer science, IT specialist training or comparable qualifications
  • Initial practical experience in the customer environment, preferably in the area of consulting-intensive software solutions, social media (or other products that require explanation)
  • Enjoy working on complex IT software questions
  • Good knowledge of client-server systems and databases (relational & No-SQL)
  • Analytical and structured way of working, reliability and solution competence
  • Sociability, ambition and high self-motivation
  • Strong communication skills in customer contact and high service orientation
  • In German and English you move confidently in the national and international customer environment
  • You actively deal with current digital trends as well as topics in the areas of content marketing, social media and storytelling
What to expect from
  • An innovative software product   
  • Outstanding reference customers such as Volkswagen, Sixt & ThyssenKrupp
  • A young, strongly growing and motivated team   
  • Real start-up atmosphere  
  • Varying and challenging tasks   
  • Flat hierarchies and fast decision-making processes   
  • Agile work processes   
  • State-of-the-art hardware of your choice    
  • We support you in your professional and personal development
  • Interesting design and development perspectives    
  • Espresso, cappuccino, latte macchiato & coffee for free
  • Regular team events   
  • You can come in a Hoodie
About us
We are 247GRAD Labs GmbH, the IT company behind, the all-in-one platform for communication and marketing teams. helps companies worldwide to plan, create and publish their content better than ever before. This makes our customers so happy that they are already using in over 20 countries. Our customer base is constantly growing and includes some of the top 50 companies in Germany.

Therefore we are looking for you to support our team in Koblenz and Oradea (Romania).
Your application!
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