أخصائي دعم العملاء (Specialist Customer Support) – متحدث ألماني

Job Summary

The Specialist Customer Support (German Speaker) serves as the initial contact for airport and airline clients, providing technical assistance and resolving service requests for German-speaking accounts across KSA, MEA, and Europe.

Responsibilities

• Serve as the first contact for customer inquiries, managing and resolving incidents within set SLAs.
• Deliver advanced troubleshooting and technical support for complex airport support products and services.
• Guide and assist junior team members with difficult cases and share best practices.
• Record and manage incidents and service requests accurately in ServiceNow with timely updates.
• Follow ITIL-aligned processes for incident, problem, and change management to ensure timely resolution.
• Use SQL to analyze data for issue diagnosis and root cause analysis.
• Provide proactive support by identifying recurring problems and suggesting service improvements.
• Offer direct support in German to German-speaking customers and monitor escalated issues to resolution within SLAs.
• Support customers across KSA, MEA, and Europe in airport technology operations.
• Perform assigned tasks on a 24/7 shift basis when required.

Must haves

• Fluency in German and English, both written and spoken, with confidence in supporting customers in German.
• Background in IT, Computer Science, or related technical field through education or equivalent experience.
• Strong troubleshooting skills to diagnose and resolve technical issues efficiently under pressure.
• Working knowledge of ITIL framework applied to incident, problem, and service request management.
• Experience writing and interpreting SQL queries.
• Experience as a ServiceNow System Admin including configuration and workflow management.
• Minimum 2 years in customer service or technical support roles.
• Effective communication skills and a calm, customer-focused demeanor under pressure.
• Strong technology skills with interest in digital and cloud-based systems and ability to learn new platforms quickly.

Nice to haves

• Experience in airline, airport, or travel technology sectors.
• Additional European language skills beyond German and English.
• Familiarity with Power BI or similar tools for service performance monitoring.

What the company offers

• Competitive benefits aligned with local market and employment status.
• Flexible work options including up to 2 days per week remote work and flexible scheduling.
• Ability to work up to 30 days per year from any location worldwide.
• Employee wellbeing programs including 24/7 Employee Assistance Program and personalized health platforms.
• Access to professional development through platforms like LinkedIn Learning, Microsoft Enterprise Skills Initiative, and specialized training resources.

We refresh listings regularly, but some roles close early on the source platform.