Customer Support Specialist – Software Support, Customer Service

apocollect

. Respond to customer inquiries through First Level Support, primarily by email and occasionally by phone .

Posted 10/15/2026full-timeDorsten • GermanyMid-LevelSenior💰 €2,900 - €3,600 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer support skills through effective email and phone communication, with a focus on problem-solving and organization. Proficient in using software tools and capable of delivering training sessions to enhance customer success.

Highest-signal resume keywords

IT Support ExperienceCustomer CommunicationProblem-Solving SkillsGerman Language ProficiencySelf-Organization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportSoftware TroubleshootingEmail CommunicationPhone SupportCustomer Feedback Analysis

Soft Skills

Solution-OrientedReliableOrganizational SkillsAdaptabilityTeam Collaboration

Tools & Technologies

Remote Access ToolsCommon Software ToolsInternet Proficiency

Industry Keywords

Customer SuccessSmall and Medium-Sized Business ProcessesDuty Scheduling

About the role

Key responsibilities & impact

Respond to customer inquiries through First Level Support, primarily by email and occasionally by phone
Help customers resolve their issues quickly
Access customer systems remotely and work with customers to troubleshoot and resolve problems
Share customer feedback and insights with the company to support targeted software improvements
Opportunity to deliver online training sessions for new customers
Work as part of a six-person support team
Contribute to the continued development of the Customer Success function

Requirements

What you’ll need

30 to 40 hours per week, spread over 4–5 days
Regular attendance at the office in Dorsten, typically once to three times per month
Proven experience in IT or software support via email and telephone
Self-organized, solution-oriented, and reliable approach to work, including when working from home
Ability to stay organized when handling a high volume of inquiries and follow issues through to resolution
Quick to understand and adopt new processes
Confident using software, the internet, and common tools
Very good German language skills and excellent spelling
Clear and structured email communication
Maximum one-hour commute to Dorsten
Knowledge of processes in small and medium-sized businesses is a plus but not required
Experience creating duty or shift schedules is a plus but not required

Benefits

Comp & perks

Hybrid model: primarily working from home, with regular office work in Dorsten
Laptop and phone provided
Modern support software
Step-by-step onboarding with a dedicated point of contact
Support from the wider support team
Flexibility in scheduling working hours
Good work–life balance for families and parents
13th-month salary
28 days of annual leave based on a five-day workweek
Permanent employment contract
Paid optional trial work session of approximately 2–3 hours