First Level - Technical Support Agent (m/f/d)

At Hexagon, our physical security team develops software to safeguard your world. Our video and incident management solutions help our customers to quickly resolve incidents and minimize their impact. We are a global company headquartered in US, with service teams in US, UK, India, Israel and Germany. This role is ideal for someone who loves to solve complex technical software problems and enjoys the challenge of helping the client. Become part of our extraordinary team and help us create a safer world!

We are growing and are looking for two First Level - Technical Support Agents (m/f/d) for our location in Bruchsal, Germany. In this role you will be a key member of our support team delivering exceptional technical assistance to our global partners and customers, ensuring they receive the highest level of service. This position offers a hybrid work arrangement, with 3 days in the office and 2 days working remotely. As part of our global hiring process, please submit your CV in English.

• Provide first-line technical support, resolving basic issues and troubleshooting common problems regarding networking and software installation; escalate complex issues to engineering, sales, and professional services as needed.
• Engage with customers through various communication channels, ensuring prompt and effective issue resolution
• Contribute to a positive and collaborative work environment, fostering open communication and teamwork
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Keep records of customer interactions, transactions, comments and complaints in Salesforce
• Train and maintain knowledge of the physical security products

• 2+ years of experience in customer service/support or similar role in a tech culture
• Bilingual in German and English in both verbal & written communication
• Patient and calm demeanor to deal with challenging customers
• Excellent communication skills
• Experience with ticketing system preferred, will train
• Ability to work limited on call/overtime as needed
• Basic computer skills including Word, Excel and Salesforce or another CRM (preferred, will train)
• Thrives in a fast-paced work environment with a positive attitude and good sense of humor

• 30 days of vacation
• The perfect blend of an international company with local culture
• Opportunities for professional and personal development
• Hybrid work
• Joint team and company events such as hackathons, barbecues, company runs and more
• Bike leasing for your health

Passionate about delivering top-notch customer service and technical support while contributing to global safety and security? Apply now! Please include your CV and salary expectations.