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About the Role
As a member of the 2nd Level Customer Service, you will assist customers and colleagues with complex technical questions regarding photovoltaic and heat pump solutions. You will support the 1st Level Support, analyze issues, coordinate and find solutions, and work closely with internal departments and external service partners to ensure the highest service quality and customer satisfaction.
Responsibilities
- Technical second level support for photovoltaic systems and heat pumps for single and two-family homes
- Analysis and processing of complex customer inquiries forwarded by the first level
- Error diagnosis and solution finding in collaboration with customers and internal departments
- Support with system commissioning and configuration
- Documentation of support cases and creation of knowledge articles
- Close coordination with sales, project management, and service partners
- Active participation in process improvements and quality assurance measures
Requirements
- Technical vocational training or comparable qualification (e.g., specialist, master craftsman, university degree)
- Several years of professional experience in technical support in a comparable industry environment
- Sound knowledge of photovoltaic and heat pump technology
- Confident use of CRM systems and MS Office
- Analytical skills and a solution-oriented approach
- Strong communication skills and enjoyment of active customer contact, especially by phone
- Experience in handling conflict situations and ability to conduct de-escalating conversations
- Team spirit and motivation
- Very good German language skills
Skills
- Photovoltaic technology
- Heat pump technology
- CRM systems
- MS Office
- Technical support
- Customer service
- Communication
- Problem-solving
Location
- Berlin
Work Type
- Full-time
- Hybrid
Experience Level
- Several years of professional experience
Education Level
- Technical vocational training
- Specialist qualification
- Master craftsman qualification
- University degree
Benefits
- Professional development opportunities
- Personal development opportunities
About the Company
- Vattenfall provides comprehensive electricity and heat solutions for millions of customers in Northern Europe.
- We are committed to sustainability and improving quality of life through energy.
- We are a leading European energy company.
Equal Opportunity
- We are convinced that diversity contributes to making our company more efficient and attractive. Applications from people of all ages, gender identities, sexual orientations, and ethnic-cultural backgrounds are welcome.
- Severely disabled individuals will be given special consideration with equal professional suitability.
- A pre-employment screening is part of the recruitment process.