German Speaking Technical Support Analyst

Company Description

KOSTAL Group is a global, family-owned German company that develops market-leading solutions for the solar and automotive industries. The company has been established in 1912 and employs about 20 000 people at 47 locations in 22 countries. In Bulgaria, KOSTAL is about to build its first business service centre to provide business support in IT, finance, procurement, master data, sales and HR fields. This will be a global centre with high value-added and complex processes.

Job Description

Are you a problem-solver with a passion for technology and helping others? We're looking for a German-speaking Technical Support Analyst to join our dynamic team. In this role, you'll be the first line of support for our customers, helping them resolve technical issues and ensuring a seamless user experience. You'll work with a team of experts in a collaborative, international environment where your contributions truly matter.

Main tasks, roles and responsibilities:

• Deliver high-quality technical support to customers via phone, chat, and ticketing systems
• Troubleshoot and resolve technical issues using internal knowledge base and documentation
• Take ownership of complex or high-impact cases, collaborating with senior analysts and other teams to ensure resolution
• Escalate cases appropriately based on established guidelines and procedures
• Contribute to knowledge base improvement and issue documentation

Qualifications

• Fluent German and English communication skills (B2 or above)
• 1+ year of experience in a Customer Support, IT Helpdesk, or Service Desk role
• Basic understanding of Windows OS, MS Office, VPN software, antivirus tools, and general internet applications
• Familiarity with ticketing systems such as ServiceNow, JIRA Service Management, BMC Remedy, or similar
• Interest in technology and good computer skills
• ITIL v3/v4 certification is a plus
• Experience in virtual teams in multinational organizations
• Strong analytical thinking, attention to detail, and problem-solving skills
• A proactive team player with a supportive, can-do attitude and eagerness to learn
• Ability to work independently while knowing when to ask for help

Additional Information

• Flexible work environment with remote work options and occasional in-office collaboration
• Newly renovated, modern and sustainable office in a convenient location with parking space
• Competitive compensation package, including health insurance, food vouchers, bonuses, and an extra vacation day
• Learning and development opportunities with access to internal training and career growth paths
• A diverse and inclusive community that values innovation, collaboration, and continuous improvement
• A real chance to make an impact and shape processes