Technical Support Agent (m/f/d)

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.

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.

Do you enjoy keeping everything running smoothly? Do you solve technical problems and ensure that inquiries are handled quickly and professionally? Do you enjoy working closely with customers, understanding their requirements, and ensuring that solutions are truly fit for purpose?

We are looking for a technical customer support agent (1st to 3rd level) who coordinates tickets, analyzes incidents, assists with bug fixing, testing, and documentation, and actively optimizes our support processes.

• You are responsible for ensuring that support requests are processed and resolved quickly, professionally, and competently.
• You will analyze and handle technical incidents, including root cause analysis and bug fixing, and assist with documentation and testing.
• You will support support management in receiving and prioritizing 1st, 2nd, and 3rd level requests, ensure a quick response, and monitor the prompt processing of open tickets.
• You will communicate independently with customers, develop a deep understanding of their requirements, and ensure that solutions meet expectations.
• You will monitor user forums, answer technical questions, and contribute to the help desk to minimize recurring problems.
• You will actively work to improve internal processes and support quality.

• Completed training in web development or a comparable technical qualification.
• At least two years of experience in customer support, ideally in a software-related environment.
• Very good knowledge of PHP and JavaScript as well as practical experience in the development and analysis of web applications.
• Confident handling of databases (e.g., MySQL, MariaDB) and web servers.
• Analytical mindset, quick comprehension, and a structured and independent approach to work.
• Strong communication skills and no fear of direct customer contact, including by telephone.
• Very good German and English skills (at least B2) for daily communication.
• Desirable but not essential: experience with MediaWiki or comparable systems.

• 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

• 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

Please send your application in digital form, stating your salary expectations, to our job portal. We look forward to hearing from you!

Please send your documents to career@hallowelt.com

Hallo Welt! GmbH
Bruderwöhrdstraße 29
93055 Regensburg
Germany