German Speaking Team Lead Customer Support IT

Customer satisfaction is our priority. That is why we continually work towards improving our product and meeting the market’s requirements. We know that feedback helps us achieve these goals, and therefore, we are always willing to lend an ear to our customers. At the same time, we make sure that our customers are well informed about new system features that could benefit the company.
As Team Lead of our customer support team, achieving these goals together with your team will be your main objective.
Your role will be as Team Lead in our Field product area.

• Ensure continuous development of your team as well as employee training:
  • Together with the L-mobile L&D team and the Product Management team, you will prepare the training for new releases for your team
  • You will prepare the onboarding plans for new team members and make sure that onboarding proceeds according to plan
  • You will organize support-related trainings
  • Together with the product team, you will ensure comprehensive product documentation and provide the support team with necessary training on new features
• Build your team:
  • You will hire new team members, making sure they have the necessary qualifications for the different positions
• Oversee your team’s work. You will:
  • Do daily follow-ups of the team’s work
  • Distribute the tasks
  • Set clear deadlines
  • Ensure that our customers are well informed
  • Communicate with our customers to ensure tickets are being processed to their satisfaction and to find out if they have any new requirements
• Work together with project and development teams: 
  • You will ensure that processes are clearly defined, and followed by other teams
• Reporting: 
  • You will continuously improve our support ticket cockpit
  • On a monthly basis, you will report the development status of the Field product to your superiors – to assure good results and customer satisfaction, and to take action, if necessary, to achieve these targets

• You are fluent in German (written and spoken)
• You have completed training in the area of software development or a comparable qualification. Professional experience in 1st and 2nd level support for software applications would be an advantage
• You are familiar with web-based applications
• You are familiar with current software developments in the areas of MSSQL, HTML and JavaScript as well as object-orientated languages (ideally .NET Framework)
•  You have excellent organizational and problem-solving skills, and you take an analytical and customer-oriented approach
• You enjoy supporting users and working with them to find solutions
• You are approachable, you enjoy communicating, and your professionalism sets you apart
• You are familiar with reporting and reporting tools
• Knowledge of the processes involved in software projects in connection with enterprise applications, and familiarity with the tasks of a project manager would be an advantage