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Second Level Support Manager (m/f/d)

Permanent employee, Full-time · Oradea, Romania

Your tasks at dirico
  • You are the contact person for our national and international customers in all questions of troubleshooting and handle their inquiries within the scope of 2nd level support
  • Analysis of complex technical IT software questions
  • Independent solution processing through analysis of databases and interfaces (REST/ GraphQL) as well as evaluation of telemetry data
  • For more complex, unresolved queries, you supply all relevant data to 3rd level support in a prepared form
  • Hand in hand working environment with product management, development and other departments
  • Traceable documentation of customer contacts and problem analyses in the Customer Support ticket system
  • Creation of workarounds for known issues
  • Maintenance of the Help Center
  • Tracking difficulties via remote sessions
  • Creation of adjustments to our chatbot for recurring questions
What we are looking for
  • Completed degree in computer science, IT specialist training or comparable qualifications
  • Initial practical experience in the customer environment, preferably in the area of consulting-intensive software solutions, social media (or other products that require explanation)
  • Enjoy working on complex IT software questions
  • Good knowledge of client-server systems and databases (relational & No-SQL)
  • Analytical and structured way of working, reliability and solution competence
  • Sociability, ambition and high self-motivation
  • Strong communication skills in customer contact and high service orientation
  • In German and English you move confidently in the national and international customer environment
  • You actively deal with current digital trends as well as topics in the areas of content marketing, social media and storytelling
What to expect from dirico
  • An innovative software product in an exciting marketing context
  • Renowned reference customers such as BMW, ThyssenKrupp, Lanxess, WetterOnline, R+V, Dr. Oetker, Sport2000 and many more
  • A strongly growing and motivated team with world class colleagues
  • Varied and challenging tasks that are fun
  • Real start-up atmosphere in a medium-sized company
  • Flat hierarchies and fast decision-making channels for your creative ideas
  • Agile work processes and state-of-the-art hardware
  • An annual training budget to support your professional and personal development
  • Flexible working time based on trust
  • The possibility of homeoffice by arrangement
  • Ergonomic working environment with height-adjustable tables and back-friendly chairs
  • Regular team events
  • No dress code - we want you to feel comfortable, so: come as you are!
About us
We are 247GRAD Labs GmbH, the IT company behind dirico, the all-in-one platform for communication and marketing teams.

dirico helps companies worldwide to plan, create and publish their content better than ever before. This makes our customers so happy that they are already using in over 20 countries. Our customer base is constantly growing and includes some of the top 50 companies in Germany.

Therefore we are looking for you to support our team in Koblenz and Oradea (Romania).

Find out more about us and take a look behind the scenes:
Your application!
We appreciate your interest in dirico. Please fill in the following short form. Should you have any difficulties in uploading your files, please contact us by mail at

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