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About the Role
As a working student in Technical Support, you will take ownership of our energy manager, handle technical support cases related to connectivity, operation, heat pump control, PV, and battery systems independently, and escalate only clearly defined cases to 3rd level. You will analyze and diagnose technical error patterns, evaluate system data and logs, and document causes comprehensibly in tickets. You will manage a defined self-service area: identify recurring cases, develop AI-based case classifications, validated content, and agent workflows, and measure their impact. You will maintain the Salesforce Knowledge Base in coordination with the Customer Experience Team and support internal colleagues with technical inquiries about the systems. You will regularly report recurring error patterns to Product Management and Engineering, provide your own prioritization recommendations, and question support and documentation processes from first principles to redesign and implement them with AI tools.
Responsibilities
- Handle technical support cases related to connectivity, operation, heat pump control, PV, and battery systems independently.
- Analyze and diagnose technical error patterns, evaluate system data and logs, and document causes comprehensibly in tickets.
- Manage a defined self-service area, including identifying recurring cases, developing AI-based case classifications, validated content, and agent workflows, and measuring their impact.
- Maintain the Salesforce Knowledge Base in coordination with the Customer Experience Team.
- Support internal colleagues with technical inquiries about the systems.
- Report recurring error patterns to Product Management and Engineering, provide prioritization recommendations, and question support and documentation processes from first principles to redesign and implement them with AI tools.
Requirements
- Currently enrolled in a degree program, at least in the 3rd semester, ideally in Electrical Engineering, Information Technology, Energy Technology, Mechanical Engineering, Business Engineering, or a comparable field such as Business Administration or Innovation Management. Enrollment must be maintained for the entire duration of employment.
- Technical practical experience: Initial experience through an internship, working student position, apprenticeship, or personal technical projects. Experience in a support or energy environment is a plus.
- Energy systems: Basic technical understanding of heat pumps, PV, battery storage, and energy management, along with a willingness to delve deeply into the subject.
- Error analysis and data: Formulate hypotheses, test them systematically, evaluate tables and logs, and document results comprehensibly.
- Communication and systems: Explain technical issues clearly and error-free in guides, FAQs, and service articles, and confidently use CRM and ticketing systems. Salesforce experience is a plus.
- AI and First-Principle Experience: Experience using LLMs beyond basic chat usage, such as for prompting, automation, agent workflows, or integration with tools and data, and rethinking processes from their fundamental components.
- Work approach: Quick comprehension and high willingness to learn, independently drive own topics, follow through on results, and work reliably and committedly with customers and internal teams.
Skills
- User Experience
- Customer-centric communication
- Technical Support
- Connectivity
- Heat pump control
- PV systems
- Battery systems
- Error analysis
- Data analysis
- Log evaluation
- Salesforce Knowledge Base maintenance
- CRM systems
- Ticketing systems
- AI tools
- Prompting
- Automation
- Agent workflows
- Data integration
Location
- Berlin-Kreuzberg
Work Type
- Mobile Office
- Hybrid
Experience Level
- Working Student
Education Level
- Currently enrolled in a degree program, at least in the 3rd semester, ideally in Electrical Engineering, Information Technology, Energy Technology, Mechanical Engineering, Business Engineering, or a comparable field such as Business Administration or Innovation Management.
Salary/Compensations
- Starting from 15 Euro per hour
Benefits
- Job with purpose and a clear vision
- Opportunity to actively shape one of Germany's largest CleanTech companies
- Company culture that brings people together from all walks of life
- Modern office in Berlin-Kreuzberg with a rooftop terrace
- Dog-friendly office
- Flexible mobile office work
- At least one day in the office per week
- Monthly company events (Lunch & Learn, Drinks & Action)
- Regular training and further education opportunities
- Corporate Benefits (employee discounts with over 100 partners)
About the Company
- No house is like the other, but for each of us, it is a home. It stands for what defines us, what is important to us. Here we have always wanted to feel safe, secure, and undisturbed.
- But we believe that our homes will be about more in the future – namely about the generations that come after us. We believe our homes can do more! They can be electrified, intelligent, efficient, independent, and climate-neutral.
- We believe that climate-neutral living should be accessible, affordable, and simple for everyone.
- And with every heat pump in front of our houses, every photovoltaic system on our roofs, and every wallbox in our garages, we contribute to climate-neutral living.
- We don't just believe in climate-neutral living – we make it possible. For millions of homes. Together. Every day. Home by home.
Equal Opportunity
- Every application is welcome regardless of gender, nationality, ethnic and social origin, religion, worldview, disability, age, sexual orientation or identity. We are convinced that every person is valuable and deserves a fair chance.