Technical Support Consultant DACH

The role

As a Technical Support Consultant, you are the internal representative of our customers within RecruitNow. You know our software in and out and ensure that all technical and functional questions about our products Cockpit and Cockpit X are handled accurately, professionally and with care.

You are responsible for first and second-line support and take ownership of customer issues from start to finish. Most customer contact runs through our Jira Service Desk, but when urgency is high or clarification is needed, you communicate directly with customers by phone. Managing expectations clearly and transparently is a crucial part of your role.

Your responsibilities include:

• Processing and solving support tickets in a structured and proactive way;
• Contacting customers by phone when deeper explanation or alignment is required;
• Contributing to internal documentation and sharing knowledge on recurring issues, bottlenecks and (usage) improvement opportunities;
• Escalating complex issues to Product Development while retaining ownership of customer communication;
• Supporting software releases and assisting with customer roll-outs.

Who you are

You care about customer experience and feel responsible for delivering reliable, high-quality support. This means that you listen carefully, ask the right questions and stay calm when issues become complex. You take responsibility, follow through and don’t settle for incomplete or unclear solutions.

You communicate clearly and empathetically, both with customers and colleagues, and you know how to explain technical topics in an understandable way. You are organised, pragmatic and able to prioritise effectively, even when multiple tickets are competing for attention.

What you bring

• MBO degree or equivalent
• At least 2 years of experience in a technical support role within a software or SaaS environment
• Experience with troubleshooting and technical analysis
• Strong communication skills in German (spoken and written)
• Working proficiency in English
• Experience with Jira Service Desk or similar tools is a plus

Your team

Customer Success DACH
You’ll join our Customer Success DACH team, a newly formed and growing team within RecruitNow. Currently the team consists of two Customer Success Consultants and a Customer Success Lead DACH. From implementation and configuration to support and training, everyone contributes their expertise to ensure happy and successful customers in the DACH region.