• Handle tickets — with care and depth • Investigate, troubleshoot, and resolve advanced tickets escalated from Level 1 or coming directly from users • Handle a variety of query types: product behaviour, integrations, Account and Billing questions, and automation edge cases • Communicate solutions clearly and patiently — no matter how technical the issue or how frustrated the user • Escalate to Level 3 when needed, with a well-structured handoff • Be a resource for the Level 1 team, supporting them with product knowledge and complex case guidance • Become the product expert you're hired to be • Develop mastery of the PhantomBuster platform — how it works, where it breaks, and why • Build a solid understanding of the lead generation workflows our users are trying to build, not just the product itself • Stay ahead of product changes and new features so users always get accurate, up-to-date answers • Feed intelligence back into the business • Label, collect, and structure user feedback and recurring issues to share with the Product team • Identify patterns in ticket volume, error types, or user confusion that signal product or documentation gaps • Contribute to Customer Care improvement initiatives • Help evaluate and improve our AI chatbot responses to ensure users get accurate, helpful answers at Level 0 • Participate in quality reviews to ensure the standards we've set are consistently met across the team • Create and update internal documentation, troubleshooting guides, and process notes for the broader Customer Enablement team

Role Description Für unsere offene Position als Mitarbeiter Kfz-Reklamationsmanagement (d/m/w) suchen wir dich! Starte im Quality Management Team und sei verantwortlich für das Qualitätsmanagement auf operativer und strategischer Ebene unseres AUTO1 Group Operations Departments. In dieser Abteilung vereinen wir operatives Denken mit strategischem Geschick und sorgen so für reibungslose Abläufe. - Du bist zuständig für die Annahme und Bearbeitung von Anfragen, Reklamationen und besonderen Fällen rund um das Auto. - Du unterstützt unsere Geschäftskunden telefonisch bei ihren Anliegen und findest gemeinsam passende Lösungen. - Du stehst im regelmäßigen Austausch mit anderen internen Abteilungen, z.B. wenn es um die Einschätzung technischer Fälle geht. - Du gehst Herausforderungen mit einem hohen service- und lösungsorientierten Ansatz an. - Du wirkst aktiv an der stetigen Verbesserung unseres Services mit und sorgst für ein positives Erlebnis bei unseren Partnern. Qualifications - Berufserfahrung im Kundenservice oder in einem ähnlichen Bereich, vorzugsweise mit Bezug zum Automobilbereich. - Interesse und Grundkenntnisse im Bereich Kfz bzw. Autoaffinität. - Grundkenntnisse in den gängigen MS-Office-Anwendungen, insbesondere Excel. - Fließende Deutschkenntnisse, Grundkenntnisse oder Lernbereitschaft in Englisch. - Eine team- und lösungsorientierte Arbeitsweise sowie Freude am Telefonieren. - Begeisterung für Autos und den Austausch mit Menschen. Benefits - 100% remote deutschlandweit! Ganz egal, wo du in Deutschland wohnst, arbeite Vollzeit von Zuhause. - Moderne IT-Ausstattung & IT-Support. - Rabatt auf dein neues Auto. - Übergesetzlicher Zuschuss zur betrieblichen Altersvorsorge. - Sei Teil von Europas führenden Automobilplattform! - Regelmäßige Feedbackgespräche, um dich bei deinen Zielen zu unterstützen. Company Description AUTO1 Group ist Europas führende digitale Automobilplattform. Wir revolutionieren den Gebrauchtwagen-Markt mit unseren Marken Autohero, wirkaufendeinauto.de und AUTO1.com. Hier entwickelst du mit uns die beste Möglichkeit, Autos zu kaufen und zu verkaufen.

• Provide Tier 2 technical support for RF hardware, rugged mobility devices, and barcode printers, including advanced troubleshooting and resolution of escalated incidents. • Serve as the primary administrator for SOTI Mobile Device Management (MDM), including device enrollment, configuration, policy management, software updates, and compliance monitoring. • Manage configuration standards, imaging, and deployment processes for RF devices and barcode printers. • Coordinate repair, replacement, and lifecycle management activities for RF hardware and barcode printing equipment. • Execute approved hardware orders for RF devices and barcode printers, including order placement, status tracking, receipt validation, and issue resolution, in coordination with the IT Provisioning Manager. • Maintain accurate inventory records, asset tracking, and lifecycle documentation in coordination with IT Asset Management. • Validate returned and replacement RF devices for redeployment readiness or retirement, ensuring accurate lifecycle status updates in asset management systems. • Support device deployments, site launches, expansions, and refresh initiatives in coordination with Operations and IT teams. • Coordinate RF device firmware and configuration changes, including testing, controlled rollout, and issue remediation, to minimize operational disruption. • Support investigation of RF performance issues in warehouse environments by partnering with network and operations teams to differentiate device‑related versus infrastructure‑related causes. • Develop and maintain technical documentation, standard operating procedures, and support playbooks related to RF hardware, barcode printers, and SOTI administration. • Ensure RF hardware and barcode printing solutions comply with security standards, operational requirements, and IT policies. • Perform other related duties as assigned by management.

• Answer and service calls in a professional, timely and efficient manner. • Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training. • Listen attentively to customer needs and concerns; demonstrate empathy and patience. • Explore, analyze and respond to customers’ issues and concerns via phone, email, and through written correspondence. • Use decision-support computer software programs to respond to typical customer work/service order inquiries and requests. • Verify customers’ understanding of the servicing of their loan, and clarify/provide additional information as needed in order to answer questions and concerns. • Provide accurate and complete information to resolve issues, and follow up on any outstanding issues or commitments promptly and when promised. • Prepare complete and accurate call notes, written documentation, etc., and update customer files in the system. • Communicate effectively with individuals/teams to ensure high quality and timely responses and resolutions to customer requests. • Transfer misdirected customer requests to the right party, and escalate calls when needed. • Contribute ideas and suggestions to resolve problems, provide a great customer service experience, and/or improve productivity. • Participate in activities designed to improve customer satisfaction and business performance. • Stay current on changes in industry regulations. • Demonstrate and promote Guild Core Values. • Perform other duties as assigned.