KOSTAL Group
solar and automotive
GermanSpeakingTechnicalSupportAnalyst
Neural analysis suggests this role is
optimal for mid candidates.
“German Speaking Technical Support Analyst at KOSTAL Group. Skills: German Speaking, Technical Support, Customer Support, Service Desk. Respond to inbound customer inquiries through various channels (e. g. phone, ticket, chat, etc. ). Troubleshoot technical issues following internal knowledge documentation”
What You'll Achieve.
Perform day-to-day activities to meet KPIs and SLAs
Industry & Context.
Good analytical and problem solving skills
Remote on-call service - on-call availability scheduled during off-hours to respond to calls about critical issues and coordinate their resolution with a team of experts.
What They're Looking For.
Must Have
2 years experience of Customer Support or Service Desk position, 1st level support knowledge of MS Office, Windows, Antivirus, VPN software and Internet applications, Fluent in English AND German (B2)
Nice to Have
ITIL v3 or v4 Certification is an advantage, Experience with other IT Service Management processes is an advantage, Experience in IT Operations is an advantage, Proficiency in utilizing one or more ESM toolsets (ServiceNow, BMC Remedy, MicroFocus Service Manager, JIRA Service Management) is an advantage, Experience with call handling tools is an advantage
What You'll Do.
Respond to inbound customer inquiries through various channels (e.
phone, ticket, chat, etc.
), Troubleshoot technical issues following internal knowledge documentation, Provide support for high impact issues reported by end-users and junior analysts, Collaborate to resolve high impact issues including documentation and follow-up until resolution, Create new and update existing Tickets, while making sure open tickets are consistently kept up-to-date, Perform day-to-day activities to meet KPIs and SLAs, Report any performance issues related to the tools you are using in your daily work, Escalate tickets based on knowledge base and process guidelines, Demonstrate ability to support and train junior 1st level agents, in cooperation with Knowledge Management, Coordinate internal and external resources as part of critical incident management process, Coordinate month-end clean-up of aged tickets, Remote on-call service - on-call availability scheduled during off-hours to respond to calls about critical issues and coordinate their resolution with a team of experts., Assist the Team Leader/Manager in creating weekly and monthly reports.
How You'll Work.
Team & Collaboration
Collaborate to resolve high impact issues including documentation and follow-up until resolution; Demonstrate ability to support and train junior 1st level agents, in cooperation with Knowledge Management; Coordinate internal and external resources as part of critical incident management process; Experience in virtual teams in multinational organizations; A diverse and inclusive community that values innovation, collaboration, and continuous improvement
Communication Scope
Excellent interpersonal and communication skills
Process & Methodology
coordinating special projects or initiatives
Full Job Description
KOSTAL Group is a globally active, family-owned German company renowned for delivering innovative, market-leading solutions in the solar and automotive industries. Founded in 1912, the company has grown into a worldwide organization with around 20,000 employees across 47 locations in 22 countries. Designed as a global centre of excellence, KBS focuses on delivering complex, high value-added services that strengthen and support KOSTAL’s international operations Main tasks, roles and responsibilities : * Respond to inbound customer inquiries through various channels (e.g. phone, ticket, chat, etc.) * Troubleshoot technical issues following internal knowledge documentation * Provide support for high impact issues reported by end-users and junior analysts * Collaborate to resolve high impact issues including documentation and follow-up until resolution * Create new and update existing Tickets, while making sure open tickets are consistently kept up-to-date * Perform day-to-day activities to meet KPIs and SLAs * Report any performance issues related to the tools you are using in your daily work * Escalate tickets based on knowledge base and process guidelines * Demonstrate ability to support and train junior 1st level agents, in cooperation with Knowledge Management * Coordinate internal and external resources as part of critical incident management process * Coordinate month-end clean-up of aged tickets * Remote on-call service - on-call availability scheduled during off-hours to respond to calls about critical issues and coordinate their resolution with a team of experts. * Assist the Team Leader/Manager in creating weekly and monthly reports ## Qualifications * High school diploma; * ITIL v3 or v4 Certification is an advantage * 2 years experience of Customer Support or Service Desk position * Experience with other IT Service Management processes is an advantage * Experience in IT Operations is an advantage * Interest in technology and good computer skills * 1st level
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