Customer Support Specialist (m/f/x)

Our hearts beat in our Hamburg office, because this is where our ideas and our team spirit are born. Specifically, this means: for the first 6 weeks, we would like you to work from our office in Hamburg 4 days a week. In the long term, we look forward to regular attendance of about 2-3 days a week (more is always possible, of course). The main thing is that we stay connected in everyday life.

Your Mission

Our customers love it when their devices just work. And when they don't – then you're there. With empathy, intelligence, and clear communication.

As a Customer Support Specialist at WhereverSIM, you are more than just support.

You are the technical point of contact for our B2B customers, an expert for complex cases, and at the same time a co-creator for better processes, understandable communication, and long-term customer satisfaction.

Responsibilities

💬 1st Level Support: You are the point of contact for technical inquiries via email, phone, or our ticket system and support our customers with technical onboarding.

🛠 2nd Level Support: This is where it gets tricky. You solve more complex cases, collaborate with the DevOps and Product teams, and are responsible for the technical realization of our customers' projects.

📊 Ensure Service Quality: You monitor our SLA times, proactively keep our customers informed, and delight them with your reliability and conscientiousness.

📚 Knowledge Transfer and Competence Building: You maintain FAQs, develop tutorials for our customers, and document your solutions for other teams (e.g., Sales).

📈 Process Improvement: You recognize patterns, think proactively, develop templates for common concerns, and help make support a little better every day.

Typical Tickets?

1st Level Support

• Device Connectivity: Checking if the APN is set correctly.
• Status Inquiries: Explaining the SIM status.
• Master Changing delivery addresses or company names.

2nd Level Support

• Device Connectivity: Analyzing errors when the device does not connect despite the APN being set correctly.
• Data Transfer: Troubleshooting for connected devices that are not transferring data.
• Network Configuration: Adding additional IPs to existing whitelisting.

Qualifications

• Experience in technical customer service or IT support
• Knowledge in system integration and/or network (this means: TCP/IP, DNS, DHCP; Routing and Switching; VLANs; VPN; Firewalls)
• Enjoy communication – with people and with systems
• Structured, solution-oriented work style: you independently structure tasks, identify solutions, and feel responsible for their implementation
• Fluent German (C2) and solid English skills (B2)
• Nice-to-have: Experience with ticket systems and/or in B2B support

Benefits

• 🧠 Growth and Development: With us, you have the opportunity to develop professionally and personally. We support you through targeted training offers to unlock your full potential.
• 🔄 Agility: In a dynamic environment like ours, flexibility is crucial. We work agilely so you can react quickly to changes, co-design processes, and implement innovative ideas directly.
• 💻 Flexible Working: Whether you are most productive in the early morning or late evening – we offer flexible working hours so you can structure your day in a way that best suits you and your team.
• 👂 Short Decision Paths: In our open corporate culture, all doors are open to you. Whether in the office or remote – we foster continuous exchange between teams and management.
• 🤝 Unique Culture: Together we achieve more. Teamwork is paramount with us – we support each other to achieve our common goals.
• 🩵 Optimal Start: We support you in onboarding into your new role by providing you with a buddy. This way, you can quickly integrate into our culture and processes and set strategic impulses for your team.
• 🧘 Mental Health: Through OpenUp, you receive free access to professional psychological support – also for up to three family members.
• 🌳 Social Responsibility: Additionally, you can use 5 days of special leave per year to engage in social activities.
• 💪 Individual Subsidy: You can choose whether to use the €50 monthly subsidy for public transport, internet, or the Urban Sports Club.

With us, you can start a career in one of the future industries, in a company that has been on a healthy growth course since its founding.

Take the first step and apply right here. We look forward to your application!
‍
Your Jamie, Joline and Sara. 🧡