1st Level Support Specialist – Service Desk / User Helpdesk

Overview

This role involves providing first-level support for the service desk and user helpdesk at pixelconcept GmbH, a company specializing in internet solutions for the automotive industry. Applicants must hold a valid work permit for Germany and possess fluent German language skills.

Key Responsibilities

• Assist customers by addressing queries related to software usage and configuration (AutoManager, picdesigner).
• Resolve common issues utilizing the company's Knowledge Base.
• Communicate directly with clients via phone, email, and the Zoho Desk ticketing system.
• Manage ticket workflow by categorizing and prioritizing based on urgency and customer impact.
• Escalate complex cases or confirmed bugs to second-level support or development teams.
• Document all support activities meticulously for transparency and follow-up.
• Set up and configure new customer accounts according to standardized checklists.
• Integrate simple standard interfaces like stock exchanges.
• Maintain customer master data and mappings accurately.
• Conduct initial analysis of interface issues by examining logs and identifying error patterns.
• Prepare detailed reports for second-level support or development teams when needed.
• Update and maintain the Knowledge Base with recurring solutions and report common problems.

Desired Profile

• Enjoys interacting with people and helping them solve problems.
• Possesses a solution-focused mindset, tackling challenges proactively.
• Demonstrates strong communication skills both verbally and in writing.
• Has basic technical understanding and willingness to learn software applications.
• Proficient with common IT systems such as Windows, web browsers, email, and ticketing tools.
• Works in a structured and independent manner, even under pressure.
• Values teamwork and enjoys close collaboration within a small team.
• Fluent in German, both spoken and written.
• Experienced in first-level support or customer service roles.

Additional Advantages

• Exposure to the automotive sector or experience in dealership environments.
• Familiarity with Dealer Management Systems (DMS) or automotive software solutions.

Team and Culture

The support team at pixelconcept includes four staff members who collaborate closely, holding daily meetings to stay aligned and weekly group sessions for knowledge exchange. Monthly skills development workshops followed by team meals foster strong interpersonal connections. The company promotes open, cross-department communication and values shared success.

About Pixelconcept GmbH

Pixelconcept is an internet agency focused exclusively on the automotive sector, serving major brands like Audi, Porsche, VW, and BMW dealerships in Germany and internationally for over 16 years. Their extensive industry expertise enables them to deliver innovative and effective web solutions tailored to car dealerships, enhancing the full potential of their online presence.