Customer Support Specialist (m/f/d)

Nc Group

🇩🇪 Germany

On-site

14 hours ago

triage
Jira

14 hours ago

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NET CHECK GmbH was founded in 1999 with the aim of improving the quality of communication networks. Since then, NET CHECK has developed into the leading partner of network operators and infrastructure providers of mobile and fixed networks of all technologies. Its core competencies include international network benchmarking (comparative measurements) as well as network planning and fault analysis. NET CHECK has one of Germany's largest crowdsourcing platforms, which generates over 144 million data points every day. Our commitment to quality and security has earned us the trust of scientific and government institutions.
NET CHECK is headquartered in Berlin and is part of the NC GROUP, an owner-managed group of companies with a total of over 180 employees at five locations in Germany and one in Belgrade, Serbia.

Job Summary: In this role, you will be the first point of contact for users of our tools, ensuring that support requests are handled efficiently and effectively.
You will manage ticket intake, severity classification, SLA coordination, and customer communication, ensuring that Engineering and Product teams receive well-qualified and appropriately prioritized requests.

Act as the primary point of contact for user questions, issues, and requests across channels, including emails, the ticketing tool, and calls.
Own ticket intake and triage: log, categorize, and route incoming issues, distinguishing between incidents, bugs, and feature requests before items reach the development backlog.
Define and manage the severity and SLA framework: assign severity levels, track response and resolution times, and escalate breaches to the appropriate owner.
Coordinate the escalation workflow between customers, Sales, Engineering, Product, and Delivery, keeping all stakeholders aligned on status and next steps.
Manage customer communication end-to-end, including acknowledgements, status updates, resolution summaries, and follow-ups, in a professional and consistent tone.
Support customer onboarding and campaign readiness in coordination with Delivery, including access setup and handover checklists.
Maintain support documentation, FAQs, and known-issue logs so that recurring questions do not require Engineering involvement.
Produce regular reporting on ticket volume, SLA performance, and recurring issue themes for leadership review.
Flag scope, licensing, or commercial-boundary questions to Commercial or Sales rather than allowing them to default to Engineering.

2+ years of experience in customer support, technical support, service operations, or a similar customer-facing operations role, ideally in a B2B SaaS or technical platform environment.
Comfortable working with technical products and translating customer issues into clear, structured tickets for the Engineering team. Experience with Jira or a similar tool is a plus.
Strong written and verbal communication skills in English; German is a plus.
Ability to triage and prioritize under pressure while managing multiple customer issues simultaneously.
A structured, process-oriented mindset, with the ability to establish and maintain intake, severity, and SLA processes from scratch.
Experience or interest in telecom, RF/network analysis, or drive-test tooling is a strong plus, but not required.
A collaborative working style, with confidence in coordinating across Engineering, Product, Delivery, and Sales without requiring constant escalation.

Employment Type: Full-Time, indefinite term.
Flexible working hours.
28 vacation days.
Health & Sports Subsidy: Monthly subsidy for fitness and sports activities.
Public Transportation Subsidy: Monthly subsidy for a Germany-wide ticket.
Bicycle leasing via JobRad.
Regular team events.

Customer Support Specialist (m/f/d) · Nc Group

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