Customer Service Agent

Shiftmove

Customer Service Agent supporting B2B clients with fleet management software in a growing SaaS company. Handling technical inquiries and contributing to product development through client feedback.

Posted 7/30/2026full-timeRemote • 🇩🇪 GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on technical support, effectively communicating in both German and English. Capable of structured problem analysis and documentation while collaborating with teams to enhance product quality.

Highest-signal resume keywords

Customer Service ExperienceTechnical SupportZendesk DocumentationGerman Language Skills (C2)English Language Skills (B2)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical UnderstandingProblem AnalysisTicket HandlingStructured Information CaptureRoot Cause Identification

Soft Skills

EmpathyService-MindednessStrong CommunicationCalmness Under PressurePrioritization

Tools & Technologies

Zendesk

Industry Keywords

Fleet Management SoftwareCustomer SupportTechnical QuestionsFeedback CollaborationDigital Products

About the role

Key responsibilities & impact

Customer support & assistance: Supporting business clients with technical questions about our fleet management software — by phone and/or in writing, depending on preference.
Ticket handling: Receiving, conducting structured analysis of, and independently processing customer inquiries through to resolution.
Problem analysis: Identifying root causes of technical issues (e.g., hardware or app usage) and initiating appropriate remedial actions.
Documentation: Accurately documenting inquiries, solutions and relevant information in the ticketing system (Zendesk).
Feedback & collaboration: Passing on structured findings from customer interactions to other teams to continuously improve products and processes.

Requirements

What you’ll need

Customer service experience: You have at least some practical experience in telephone or written customer support, ideally in technical support.
Customer orientation: You work empathetically and service-mindedly and enjoy direct contact with customers.
Strong communication: You communicate calmly and professionally, even in demanding situations.
Technical interest: You have a basic technical understanding and are curious about digital products, apps and potential sources of errors.
Structure & prioritization: You can handle multiple requests in parallel, capture information in a structured way and prioritize effectively.
Languages: You have German language skills at C2 level and English skills at least at B2 level.

Benefits

Comp & perks

Vacation: 30 days
Workation: Work remotely worldwide for up to 6 weeks per year
Dog-friendly office: Four-legged colleagues are welcome 🐶
Development: €2,000 annual budget for personal and professional development
Main benefits: Urban Sports Club, Hrmony subscription, JobRad or subsidy for a BVG public transport ticket
Wellbeing: 1 Mental Health Day + access to nilo.health
For foodies: Free lunch once a week, biweekly company breakfast and beverages & snacks available around the clock 🍕