Support Specialist (m/f/d)

Your responsibilities: Receiving, analyzing, and processing customer inquiries regarding solutions and services within the GUS portfolio. Qualified recording, prioritization, and documentation of support tickets in the ticketing system, as well as forwarding more complex inquiries to the consulting department. Independent resolution of customer inquiries and recurring problems while adhering to defined processes and SLAs to ensure customer satisfaction. Ensuring high solution quality and First Contact Resolution (FCR). Active participation in maintaining and further developing the knowledge base, as well as supporting the onboarding of new employees. Compliance with support standards, guidelines, and internal policies. Close cooperation with the Head of Customer Support and internal departments. What you bring: Successfully completed IT training (e.g., IT Systems Management Assistant, Computer Science Expert (m/f/d), or comparable) or relevant professional experience in this field. Basic understanding of business administration processes (e.g., purchasing, sales, logistics, production, finance). Solid technical understanding of applications and system landscapes; several years of professional experience in IT support or the ERP environment is a plus. Strong service and customer orientation with a passion for direct communication. Analytical thinking, structured working methods, and high problem-solving competence. Very excellent communication skills tailored to the target audience in writing and