Technical Support Employee (m/f/d) in Köln

For our client in the telecommunications/infrastructure sector, we are seeking a dedicated specialist for customer service and construction partner management. The goal of this position is to act as a central point of contact, ensuring seamless communication between customers, residents, and external construction partners, structuring partner support, and continuously optimizing service processes. Details: Start as soon as possible, location Cologne, 100% on-site in Cologne, permanent position with Randstad Professional, on-site work at the client's location. Responsibilities include: 1st & 2nd level support: processing and tracking tickets from customers, property owners, and construction partners in compliance with SLAs; partner management & training: supporting and training external construction partners regarding IT systems, processes, and standards (digital & on-site); interface & administration: maintaining master data, granting system access, and resolving complex complaints with internal/external stakeholders; process optimization: analyzing service data to eliminate bottlenecks and creating technical requirements for IT to optimize systems.

• Foundation: Completed commercial/technical training and several years of professional experience in service management or customer service.
• Systems & IT affinity: Confident handling of ticket and CRM systems, strong technical understanding.
• Process understanding: Experience in analyzing and optimizing service processes.
• Soft skills: Excellent communication and conflict resolution skills, independent work style, and ideally, experience in training/instruction.
• Languages: German at native/native speaker level (C1/C2), English is an advantage.

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