Senior Support Specialist (d/m/w) Lohn & Gehalt (2nd Level) - Remote
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About the Position
Senior Support Specialist (d/m/w) Lohn & Gehalt (2nd Level) - Remote
Are you passionate about payroll and salary, and do you also have a knack for creating excellent support and service experiences? If you're eager to apply your expertise in an agile environment and work with your team to elevate the Lexware Office customer service to the next level with creativity and intelligence, this could be your dream job!
Join our team and support us as a Senior Service Specialist in Second Level Support for Payroll and Salary (d/m/w).
Our location is in Freiburg im Breisgau. We work predominantly remotely between Dresden and the Freiburg area and meet up regularly (at least once per quarter) in the Office in Freiburg im Breisgau.
Responsibilities
- With your strong service orientation, you advise our customers primarily in writing and, if necessary, also by phone on questions about our payroll and salary software and can also provide support for technical issues. You help our customers to use the software optimally.
- You independently resolve customer inquiries and issues related to our software. Through the knowledge you gradually acquire, you become a specialist for our product and, after an intensive training period, also solve complex cases.
- Together with colleagues from support and software development, you work proactively on the further development of our product. Thanks to your technical understanding, you also recognize bugs in the product and forward them.
- By identifying recurring customer inquiries, you recognize potential for optimizing the support and self-service offer for our customers. This way, you actively contribute to the effective resolution of concerns and an excellent customer experience.
Requirements
- You have a completed commercial education and solid knowledge in payroll and salary accounting.
- Standing in daily contact with customers brings you joy. Thanks to your clear expression in word and writing and your empathy, you manage to inspire customers.
- You can understand complex background processes and thereby efficiently recognize technical problems.
- Your strong focus on customers helps you recognize recurring patterns and independently contribute ideas in the team on how we can continuously improve our service.
- Ideally, you have experience in handling a variety of interfaces (e.g., product development, service providers) and understand how to communicate appropriately to the audience.
- You feel at home in the digital world. You are interested in integrating automation opportunities into your work context and already have experience in the field of AI.
- Ideally, you have experience in organizing joint work processes and creating synergies in an agile environment.
- Our team language is German, so very good German skills (at least C2) are a must.
We believe in team recruiting - Our team conducts the interviews themselves. We look forward to getting to know you.
Team Members
- Tina, Manuela & Nicole (2nd-Level): We solve complex accounting questions, write bugs, and dive deep into cases. Besides, we are fans of festival organization, energy drinks, and Italy.
- Carina & Jana (KI-Content): We improve our service by creating high-quality AI content and continuously checking it for errors. As part-time employees, we share this role. Besides work, we switch off particularly well by camping or playing the piano.
- Lilith (Support Experience Design): I manage priorities, processes, and collaboration with Product. I support the team and clear the way so that everyone can do what they are best at.
- Eva (Scrum Master): I accompany the team in clear orientation and collaboration with the feature teams. For balance, I love being in nature, preferably in the mountains.
We Offer
- Hybrid working conditions: a combination of office presence and home office, depending on the needs and agreements in your team.
- Room and responsibility.
- Flexible working hours.
- Numerous further training and development opportunities.
- We are officially a Great Place to Work®.
About the Company
At Haufe Group, we create pioneering working conditions in which each of us can optimally contribute and develop. You will receive space and responsibility, as well as the opportunity to work hybrid – that means a combination of office presence and home office, depending on the needs and agreements in your team. In addition, you benefit from flexible working hours and have numerous further training and development opportunities. We are tangible and officially a Great Place to Work®.
Lexware: Software solutions for efficient business processes.
Lexware develops commercial software solutions for self-employed individuals and small businesses and is the market leader in Germany. With our business solutions, networks, and corporate knowledge for accounting, payroll and salary, taxes, and finances, we keep our customers' backs free. This way, they can focus on their business.
We value diversity and are convinced that employees with diverse backgrounds bring different perspectives and strengths to us. Therefore, we welcome all applications – regardless of gender, nationality, ethnic and social origin, religion/belief, disability, age, or sexual orientation and identity. As a signatory of the Diversity Charter, we are committed with conviction to diversity, tolerance, fairness, and appreciation.
Job Location
Freiburg im Breisgau, Germany
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JobID: REF516D
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