1st Level Support Specialist, m/f/d

Everfield

1st Level Support professional at helloTESS! managing customer inquiries and technical support issues.

Posted 7/16/2026full-timeMunich • 🇩🇪 GermanyJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service and technical support capabilities, with a focus on resolving issues related to POS systems and payment operations. Proficient in documenting support cases and maintaining clear communication with customers in both German and English.

Highest-signal resume keywords

Customer Service ExperienceTechnical Support SkillsPOS Systems KnowledgeTicketing Systems ProficiencyGerman Language Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical AnalysisNetworkingWi-FiIOSIPadOSPrintersPeripheral DevicesHardware FaultsSoftware ErrorsCloud-Based Applications

Soft Skills

Clear CommunicationSolution-Oriented ApproachProactive Follow-Up

Tools & Technologies

Ticketing SystemSupport Software

Industry Keywords

Payment SolutionsHospitality IndustryRestaurant Industry

Tech Stack

Tools & technologies

iOS

About the role

Key responsibilities & impact

Receive and handle customer inquiries via phone, email and the ticketing system
First point of contact for questions regarding the operation and configuration of the helloTESS! solutions
Assist customers with issues affecting ongoing point-of-sale (POS) and payment operations
Friendly, solution-oriented and clear communication with end users
Follow up on open support cases until they are fully resolved
Proactively inform customers about case status and solutions
Systematic recording and documentation of error patterns/issues
Perform an initial technical analysis
Narrow down possible causes based on available information, system messages and log data
Resolve recurring and standardized support cases
Properly escalate complex cases to 2nd or 3rd level support
Complete and traceable documentation of all support cases in the ticketing system
Correct prioritization and categorization of tickets
Maintain and improve internal support documentation

Requirements

What you’ll need

Completed commercial or technical vocational training, or equivalent practical experience
Initial professional experience in customer service, technical support, IT support or a helpdesk is an advantage
Good technical understanding and interest in digital solutions
Confident handling of computers, mobile devices and cloud-based applications
Basic knowledge in the following areas:
- Networking and Wi‑Fi
- iOS and iPadOS
- Printers and peripheral devices
- Hardware and software faults/errors
Experience with POS systems, payment solutions, or in the hospitality/restaurant industry is an advantage
Experience with ticketing systems and support software is desirable
Very good German skills, both written and spoken
Good English skills for internal communication and technical documentation

Benefits

Comp & perks

Flexible working hours
Cloud-based solutions
Access to an expert team