Working Student Technical Support & Self-Service (m/f/d)

...You as a Working Student in Customer Success (m/f/d). You will support our customers with the remote onboarding of their smart energy devices and ensure that everything runs smoothly. You can bring in your passion for user experience and customer-centric communication – in a team that is stronger together and wants to get better every day.

• As a working student in Technical Support, you will take over your own area of responsibility around our energy manager, independently process technical support cases related to connectivity, operating modes, heat pump control, PV and battery systems, and only escalate clearly defined cases to 3rd level.
• You will analyze and diagnose technical error patterns, evaluate system data and logs, and document the causes comprehensibly in the ticket.
• You will take responsibility for a defined self-service area: You will identify recurring cases, develop AI-supported case classifications, verified content, and agent workflows, and measure their impact.
• You will maintain the Salesforce Knowledge Base in coordination with the Customer Experience Team and support internal colleagues with technical queries about the systems.
• You will regularly report recurring error patterns to product management and engineering, provide your own prioritization recommendations, and question support and documentation processes from first principles to redesign and implement them using AI tools.

• Ongoing studies, at least in the 3rd semester, ideally in electrical engineering, information technology, energy technology, mechanical engineering, industrial engineering, or a comparable course of study such as business administration or innovation management. You will be enrolled for the entire duration.
• Technical practical experience: First experience through an internship, a working student position, an apprenticeship, or your own technical projects. Experience in the support or energy sector is an advantage.
• Energy systems: Basic technical understanding of heat pumps, PV, battery storage, and energy management as well as the willingness to dive deep into the subject.
• Error analysis and You formulate hypotheses, test them systematically, evaluate tables and logs, and document results comprehensibly.
• Communication and systems: You can explain technical issues clearly and error-free in guides, FAQs, and service articles and are comfortable using CRM and ticket systems. Salesforce experience is an advantage.
• AI and First Principle experience: You have used LLMs beyond pure chat usage, for example for prompting, automations, agent workflows, or integration with tools and data, and you rethink processes from their fundamental components.
• Work approach: You have a quick grasp of things and a high willingness to learn, you drive your own topics forward independently, follow up on results, and work reliably and commit to customers and internal teams.

• Your performance deserves recognition, so you will earn from 15 Euros per hour with us.
• A job with purpose, a clear vision, and the rare opportunity to actively shape one of Germany's largest CleanTechs.
• A company culture that brings people together across the entire society – regardless of gender, origin, age, or background.
• A modern office in the heart of Berlin-Kreuzberg with a rooftop terrace, where dogs are also welcome.
• Work flexibly in mobile office and at least one day in the office.
• Monthly company events such as Lunch & Learn and Drinks & Action.
• Develop yourself! Regular opportunities for trainings and further education through our own Learning & Development Team or external coaches.
• Corporate Benefits: Employee discounts with over 100 partners.

Every application is welcome with us – regardless of gender, nationality, ethnic and social origin, religion, worldview, disability, age, sexual orientation or identity. We are convinced that every person is valuable and deserves a fair chance.

No house is like another, but for each of us, it is a home. It stands for what defines us, what is important to us. Here we have always wanted to feel secure, safe, and undisturbed.

But we believe that one's own home will be about more in the future – namely about the generations that come after us. We believe our houses can do more! They can be electrified, intelligent, efficient, independent, and climate-neutral. We believe that climate-neutral living should be accessible, affordable, and simple for everyone. And with every heat pump in front of our houses, every photovoltaic system on our roofs, and every wallbox in our garages, we contribute to climate-neutral living.

We don't just believe in climate-neutral living – we make it possible.
For millions of homes. Together. Every day. Home by home.

• Does your CV convince us? Then you will have an initial exchange with Vanessa (Talent Acquisition Manager).
• Does it still fit? You will have the opportunity to complete a case study.
• If there is interest from both sides, you will delve deeper into the position with René (Senior Product Manager) and Lucas (Senior Product Manager).
• Are all happy? A warm welcome to thermondo.

Is this exactly the challenge you are looking for? Then don't wait any longer and apply to us. We look forward to getting to know you!

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