Customer Support Specialist (DACH) in Köln

• As a Customer Support Specialist, you’ll be at the heart of how our DACH customers experience Tellent.
• You’ll help customers get the most out of our Talent Management Suite by solving problems, answering questions, investigating issues and turning customer feedback into opportunities to improve our products and how we support them
• You’ll become a trusted expert across our products Tellent Recruitee and Tellent HR Manage, combining strong product and technical knowledge with empathy, critical thinking and AI-powered support tools
• Beyond resolving individual customer questions, you’ll help us identify patterns, improve our knowledge and processes, and contribute to making Support better for both our customers and our teams
• Own customer conversations: Provide friendly, precise and personalised support across our support channels, taking ownership of customer questions from first contact through to resolution
• Investigate & resolve problems: Use your product knowledge, technical skills, context and available tools to understand what is really happening, troubleshoot issues and identify the right resolution before escalating when needed
• Become a product expert: Build deep knowledge of Tellent’s products and use that expertise to educate customers, explain complex topics clearly and act as a voice of the customer internally
• Use AI effectively: Work with AI-powered support tools to resolve customer questions efficiently while critically reviewing AI-generated information for accuracy, relevance and customer impact. Know when AI is appropriate, when human judgement is needed and when an issue requires escalation
• Improve how we work: Identify recurring questions, product issues and opportunities for improvement. Contribute to our Help Center, internal knowledge base, AI knowledge and Support processes to make information more useful for customers, colleagues and AI
• Create impact beyond tickets: Take ownership of side projects and improvement initiatives that help develop yourself, the Support team and the wider company
• Collaboration: Work closely with fellow Support Specialists, Team Leads and our Tech Support team, as well as Product, Engineering, Customer Success and other customer-facing teams to solve problems and turn customer insights into meaningful improvements
• Your 12-Month Journey
• During the first 3 months: You’ll learn the Tellent products, our customers, Support processes and tools, while building confidence in handling customer conversations independently. You’ll start resolving customer questions and issues with support from your teammates and identify your first opportunities to improve how we work
• Within 6 months: You’ll work with increasing autonomy across your assigned product areas and become a trusted point of contact for our DACH customers. You’ll take ownership of more complex problems, use AI and other support tools effectively, contribute to knowledge sharing and take part in a project or improvement initiative beyond your day-to-day customer work
• After 1 year: You’ll have developed strong product and technical expertise and be able to confidently investigate and resolve a broad range of customer problems. You’ll actively share your knowledge with peers, recognise recurring customer and product patterns, and contribute to improvements across Support and the wider organisation

Benefits

• Hybrid work: You decide if and when you want to come to one of our offices.
• Flexible hours: Our employees can choose which working hours are the best for them
• Training budget: Up to €1500 per year for your personal development. You will keep your skills sharp
• Well-being support: Direct, free, and easy access to professional mental health support (provided by OpenUp)
• Equipment: We offer everyone a MacBook, a screen and Apple accessories
• Fitness subscription: We offer everyone a sports card that is acceptable in many fitness facilities.
• Work from anywhere: Take your laptop and work from anywhere (for up to 4 weeks/year)

Customer support experience: Entry-level experience in customer support, customer care or another client-facing role where you’ve been responsible for solving problems, explaining technical concepts clearly and delivering a great customer experience

Critical Thinking & AI: Context-driven problem solver who uses data, curiosity, and modern AI tools to find accurate solutions

Language skills: Strong written and verbal communication skills in German (minimum C1 level or higher) and English (minimum B2 level or higher)

Ownership & Collaboration: Adaptable, reliable, receptive to feedback, and eager to contribute to team success

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