Customer Support Advisor

About the company

CitNOW was established in 2008 as a software platform built for automotive dealerships around the world. Its app-led solution helps dealers improve sales of vehicles and parts while keeping customer interactions secure, consistent with the brand, and focused on building trust and transparency.

CitNOW Group was created in 2021 to bring together 12 global software businesses that use innovation to help retailers and manufacturers deliver a stronger customer experience. With more than 300 people across the world, the group is driven by a shared goal of delivering leading automotive solutions that improve efficiency and transform every customer interaction.

The organization operates with a strong “One Team” mindset, which supports a collaborative, inclusive, and award-winning workplace culture.

Role overview

The Customer Support Advisor will act as the initial contact for customer questions and issues across first- and second-line support channels by phone and email. The role involves owning cases from the moment they are received until they are fully resolved. When an issue needs deeper analysis, you will partner with the technical team to investigate and reach a fix.

This is an entry-level opportunity suited to someone who is naturally curious about technology, enjoys figuring out how systems work, asks good questions, and approaches problems with a positive, solution-oriented attitude. It is a strong starting point for building a career in technical support.

Key responsibilities

• Record, track, and handle customer and internal support requests that come in by phone or email.
• Respond to incoming cases in a professional and courteous way, aiming to create an excellent customer experience at every step.
• Work toward resolving issues during the first contact whenever possible by using product knowledge effectively.
• Own second-line investigations and carry out detailed troubleshooting with the technical team.
• Perform complete diagnostics with end users and keep cases moving so they are closed within SLA targets.
• Manage each case through its full lifecycle, from initial contact to final resolution, while keeping customers updated on progress.
• Escalate issues to the appropriate internal or external team when needed and provide a clear summary of actions already taken.
• Use support ticketing tools to log, monitor, update, and resolve issues efficiently.
• Build and maintain product and system knowledge to improve first-contact resolution rates.
• Create and share support documentation, and deliver staff training when required.
• Keep company documentation current and write standard operating procedures for recurring tasks.
• Contribute to internal projects that support continuous improvement.
• Maintain strong customer relationships by ensuring a positive experience from start to finish.
• Complete other administrative tasks as needed.

What the employer is looking for

The ideal candidate must speak German fluently and have strong English skills. You should be customer-focused, genuinely interested in technology and software, and comfortable solving problems in a fast-moving environment. The role also requires the ability to handle multiple priorities and explain technical matters clearly to non-technical users in both written and spoken communication.

Benefits and working style

The package includes a competitive salary and a strong focus on employee wellbeing. Flexible working time is available, allowing employees to adjust start and finish times within core business hours and, if needed, extend lunch breaks by up to two hours per day. Employees also receive an additional two half-days of paid leave each year for personal wellbeing.

The company emphasizes ongoing learning, improvement, and career development, offering opportunities to grow and progress within the business.

Diversity and inclusion

CitNOW Group is an equal opportunities employer that values diversity across its international workforce and aims to provide an inclusive environment where individuality is respected.

Privacy notice

A candidate privacy policy is available from the employer.