This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with development on various product issues, and contribute to projects.

Your Role

You will be responsible for providing enterprise-level support to our customers and partners. Also, you will be responsible for handling difficult, complex tasks that will be delegated to you by support agents. You will be involved in improvement of the existing workflows/processes and defining next steps for improvements together with technical teams and management.

Your Responsibilities

• Resolve problems in response to customer/system reported incidents via trouble tickets.

• Setup and configure requests together with customer(s).

• Make changes to existing setups based on customer description.

• Handling of difficult tasks that are escalated from support engineers.

• Prepare error diagnostics and detailed problem descriptions for escalation and handover.

• Improvement of customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

• Involvement in new technical improvement projects.

• Mentoring of support engineers.

• Undertake and participate in development activities in conjunction with the other IT departments.

• Other one-time tasks assigned by Manager.

Your Skills and Experiences

• Investigative nature, able to discover the problem of the customer, partner or stakeholder.

• Highly focused, with high interest in solving problems using existing / new technologies.

• Keen attention to detail with demonstrated ability to understand the big picture.

• Proactive, efficient, customer-focused and able to work under pressure with tight timelines.

• Effectively and efficiently manage multiple projects and competing deadlines with minimal supervision.

• Ability to interact with different countries, cultures, clients (internal and external).

• At least 5 years of practical operational, support or development experience.

• Good communication and presentation skills.

• Excellent German and English language skills, both written and spoken.

• Experience in logistics- or transport business is preferred.

Good Reasons to Join

You will become part of an industry leading IT department with great professional development opportunities, international exposure and a rewarding career. To find out why Kuehne+Nagel is the best place to future-proof your career, start a conversation with us and click apply today!

Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.