Technical Support Agent (m/f/d)
full time | remote or on-site
The Hallo Welt! GmbH is one of the leading specialists for the Wikipedia software MediaWiki. We are the developers of BlueSpice, the open source wiki for companies, which is used in more than 160 countries and has over 1,000,000 downloads.
What we do
We are fascinated by the task of developing easy-to-use, future-oriented enterprise software. Our application integrates state-of-the-art frameworks, new technologies, and global standards. We optimize, automate, test, and publish it in our cloud services or as a server solution.
We also deliver the full range of services: from planning, installation, and development to maintenance and support. Our specialized team of more than 40 employees ensures that the wikis of more than 250 customers from all industries and in three continents are optimally planned, implemented, and supported.
Who we are looking for
Do you like to keep everything running smoothly? Do you enjoy solving technical issues and communicating technical contexts? Do you love working closely with customers to develop customized solutions and ensure their success?
We are looking for a Technical Support Agent (1st and 2nd level) to support our customers with standard solutions and advise customers who ask for special customizations and additional services.
Your core tasks
- As 1st and 2nd level support, you are the central point of contact for technical problems and inquiries from our users.
- You ensure that support requests are processed promptly and efficiently.
- You will support our customers in the implementation of templates – from requirements analysis to individual configuration and implementation.
- You will monitor incoming support via the ticket system (Easy Redmine), e-mail, and telephone to ensure a rapid response, clarify potential costs, and ensure that open requests are processed quickly.
- You will also keep an eye on the requests in our user forums and provide technical assistance.
- You will conduct small training courses and support the introduction of our software.
- In close cooperation with software development and system administration, you will support the team in error analysis, the planning and implementation of user acceptance tests and document the results.
If you also have the following skills, we should get to know each other
- Completed IT-specific training or a comparable career is an advantage. Career changers and career starters are welcome!
- Ideally, you have experience in supporting individual software and/or IT systems.
- You already have basic knowledge of HTML, CSS, and JavaScript and have ideally already worked with web-based applications.
- You are confident with ticket systems and common Office applications.
- You have a strong customer and service orientation and good organizational and communication skills.
- You have a quick grasp of technical problems and contexts and can describe and document them precisely.
- You can work in a dynamic environment and can set priorities correctly.
- You are always friendly, solution-oriented, and good at explaining things.
- You have very good written and spoken German and English skills.
What we offer you
- Varied and interesting tasks with a high degree of personal responsibility
- Flat company hierarchies, an international and motivated team, and good humor
- Secure workplace in one of the most beautiful cities in Germany with excellent public transport connections
- Flexible working hours, flexitime models, and option to work from home two days a week
- A personal budget for further education and training
- Extras such as a subsidy for the company pension scheme or e-bike leasing
Advantages for geeks!
- A position with the innovation driver for MediaWiki applications
- Access to state-of-the-art technologies such as Docker and many others
- Creative freedom in a small, but fine team of developers and tech support employees
- Challenging projects and continuous learning on the project
- Close contacts to a globally operating developer community
Get started and apply now!
Please send your application, which should be as detailed as possible, in digital form and include your salary requirements to
career@hallowelt.com
Hallo Welt! GmbH
Bruderwöhrdstraße 29
93055 Regensburg
Germany
We look forward to hearing from you!
Your contact person: Dr. Anja Ebersbach
CEO Finance & Personnel
Phone: +49 (0)941 660 800
E-mail: career@hallowelt.com
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