Technical Support Specialist for 1st & 2nd Level (m/f/d)

We are looking for a full-time Technical Support Specialist for 1st & 2nd Level (m/f/d) for our location in Frankfurt with immediate effect for 40 hours/week.

My Mainhatten – Top IT In the heart of the city and on a mission: to get the best out of digital images. Thanks to our ID solutions, millions of people already receive biometric images for their ID documents from us every year when they are customers at one of our approximately 1,500 available retail systems. We are a software & systems development company.

We are true professionals, visionaries and free spirits – characters where “nerdy” and “social” go hand in hand and whose expertise sometimes spills over the edge of the plate. Our motto: You can always clean up, mistakes open the door to new possibilities! We want to get better every day, fly to the stars and back again, because the world looks very different from the top. But one thing is particularly important to us: we always keep one foot on the ground. Because that’s the only way to change the world.

Do you love tackling technical challenges pragmatically and really helping customers? Do you see 1st and 2nd level support not as ticking off tickets, but as real problem solving – in close cooperation with the 3rd level? Perfect. Then you’re a good fit for us!

No run-of-the-mill support: you work on technical systems that are used by tens of thousands of people every day – in support for one of Germany’s best-known retailers. Our customers reach us at fixed times – we manage the rest as a team. We rely on transparent planning, mutual consideration and flexible models instead of rigid shift systems. Nobody is permanently “the late one” or “the Saturday one”.

• You are the first voice for our customers when something goes wrong technically
• You take support requests by phone, email or ticket and ensure that they are resolved properly
• You clarify most issues directly at 1st level – and go deeper into 2nd level for more complex cases
• When things get really technical, you will work closely with our 3rd level support and hand over in a structured manner so that it can be taken over seamlessly
• You analyze error patterns, think along and find pragmatic solutions instead of yesterday’s workarounds
• You document solutions clearly so that knowledge is not lost
• You support updates, rollouts and tests of our systems (hardware and software)
• You contribute ideas on how we can make support, processes and products even better

• Regardless of whether you are training or a career changer – it is important to us that you are technically fit, enjoy working with people and are keen to develop yourself further
• Experience in 1st level support is an advantage – technical understanding, willingness to learn and empathy in dealing with people are crucial for us

• Enjoy explaining things clearly and really helping customers
• A structured and reliable way of working – even when several requests come in at the same time
• Friendly, clear communication – especially on the phone, both internally and externally
• Very good knowledge of German, English is nice to have
• Team spirit and a desire to work closely with colleagues from 3rd level and technology
• The ability to remain calm, solution-oriented and professional even with a high volume of inquiries

At pixolo you don’t have to bend yourself – neither in appearance nor in thinking. We like things to be authentic, diverse and human. Everyone brings their own story, perspective and personality, and that’s what makes us strong as a team. Differences in background, life path, beliefs, identity, age or physical abilities are not an “issue” for us, but a reality – and a real added value. We value people with different perspectives, experience and opinions. Our corporate culture is based on mutual appreciation, openness and respect. For us, personality and character count more than outward appearances.

We focus on team spirit and are more into high fives than elbows.

We believe in short paths and open communication. If you would like to take advantage of this opportunity, please send us your application with your salary expectations to Nicole Leus jobs@pixolo.com.

Contact:

pixolo GmbH
Ms. Nicole Leus
Stephanstraße 5
60313 Frankfurt am Main

Tel: +49 (0) 69 380 2990 00