Shiftmove

Customer Service Agent

Shiftmove

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • Customer support: Assisting business clients with technical questions about our fleet management software — by phone and/or in writing, depending on their preference.
  • Ticket handling: Receiving, structured analysis, and independent handling of customer inquiries through to resolution.
  • Problem analysis: Identifying root causes of technical issues (e.g., hardware or app usage) and initiating appropriate remediation steps.
  • Documentation: Accurate documentation of inquiries, resolutions, and relevant information in the ticketing system (Zendesk).
  • Feedback & collaboration: Conveying structured insights from customer interactions to other teams to continuously improve products and processes.

Requirements

  • Customer service experience: At least initial practical experience in telephone or written customer support, ideally in technical support.
  • Customer orientation: Empathetic, service-focused approach and enjoyment of direct contact with clients.
  • Strong communication skills: Calm, professional manner even in challenging situations.
  • Technical interest: Basic technical understanding and curiosity about digital products, apps, and potential sources of errors.
  • Organization & prioritization: Ability to handle multiple inquiries in parallel, structure information, and set priorities.
  • Languages: German (C2), English (at least B2).
Benefits
  • Vacation: 30 days
  • Workation: Up to 6 weeks per year to work remotely from anywhere in the world
  • Dog-friendly office: Four-legged colleagues are welcome 🐶
  • Professional development: €2,000 annual budget for personal and professional development
  • Main benefits: Urban Sports Club, Hrmony subscription, JobRad or subsidy for BVG public transport ticket
  • Wellbeing: 1 Mental Health Day + access to nilo.health
  • For foodies: Free lunch once a week, biweekly company breakfast, and drinks & snacks available around the clock 🍕
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportproblem analysisticket handlingdocumentationcustomer inquiries resolution
Soft Skills
customer service experiencecustomer orientationstrong communication skillsempathyorganizationprioritization