L1 Support (m/f/d)

YOUR MISSION

• First point of contact for customer inquiries
• Clear, friendly, and structured communication with customers
• Analysis and resolution of incoming customer support tickets
• Support with questions regarding software configuration
• Identification of issues and collection of relevant technical information
• Recognizing when escalation to Level 2 support or the Product team is required
• Structured documentation of issues and solutions
• Ensuring high customer satisfaction through timely communication

YOUR PROFILE

• Excellent communication and problem-solving skills
• Customer-oriented and structured way of working
• Strong troubleshooting mindset – passion for identifying root causes
• Ability to work both independently and as part of a team
• German at native or fluent level
• Good English skills

NICE TO HAVE (NOT REQUIRED):

• Basic understanding of web applications
• Basic knowledge of M365, APIs, and HTTP status codes
• Experience with software configuration and Identity & Access Management
• General awareness of security best practices (passwords, phishing, secure device usage)

WHY US?

• 100% remote work and full flexibility over your schedule
• A transparent, trust-based culture in an international SaaS scale-up
• Modern tools, data-driven processes, and fast decision-making
• 2–3 offsites and workshops per year for strategy, connection, and team spirit
• High level of autonomy and clear development paths
• The opportunity to actively shape a fast-growing SaaS company
• Steep learning curve in customer success, onboarding, software processes & content creation
• Close collaboration with our Customer Success and Product teams
• Flexible working hours

Please send your application toapply.job.28994298@hokifyjob.com