• Respond to technical support queries via email, chat, and ticketing systems in a timely manner • Diagnose and resolve software, hardware, and connectivity issues for end users • Escalate complex technical issues to senior team members or relevant departments • Document support interactions and maintain accurate records in the helpdesk system • Guide users through step-by-step solutions clearly and patiently • Identify recurring issues and suggest improvements to reduce ticket volume • Assist with onboarding new users and providing basic product training • Follow up on open tickets to ensure issues are fully resolved to client satisfaction

• Erarbeiten von Einzelfallösungen, die nicht im 1st Level gelöst werden können • Hilfestellung für Servicemitarbeitende bei der Fehlersuche an Vestas Windenergieanlagen • Einleiten von Maßnahmen zur Störbehebung • Verantwortlich für Kundenanfragen • Weiterentwicklung von Prozessen, wie technische Arbeitsanweisungen, Wartungsprotokolle • Optimierung von Mängelerfassungsbögen für Angebots- und Auftragserstellung

• Provides support to stakeholders by analyzing and diagnosing system issues, determining root cause, and implementing appropriate resolutions. • Gathers, validates, and translates business and technical requirements into functional and technical design specifications, providing product management support as needed. • Configures, tests, installs, implements, monitors, and maintains common to complex systems, including applications, workflows, processes, and related hardware. • Documents and recommends workflow improvements and technical or functional designs to support business needs. • Partners with external vendors to support third-party applications, including integration, implementation, troubleshooting, and ongoing support. • Resolves incidents, problems, and service requests in accordance with defined service levels and departmental standards. • Serves as Project Manager for small to mid-sized projects involving multiple teams, completing assigned PM responsibilities. • Collaborates effectively with peers, internal stakeholders, and external vendors. • Adheres to documentation, change management, and governance standards. • Develops and contributes to training materials and knowledge-based documentation for peers, end users, and other team members. • Configures and integrates electronic and mechanical hardware with software solutions to meet functional and technical specifications. • Develops and understands business reporting needs to support end users and operational decision-making. • Participates in on-call rotations and command center responsibilities, as required. • Assists in developing and maintaining testing plans and test scripts to validate system functionality, outputs, and integrity. • Attends and actively participates in team, project, and departmental meetings to support collaboration and information sharing. • Works with project requestors to define and deliver minimum viable products (MVPs) for demands submitted through ServiceHub. • Requests project and enhancement resources using the ServiceHub Resource Plan process.

Role Description We are looking for a German Quality Specialist to join our team. - Monitors CSR’s performance daily, by taping, listening to, reviewing, and evaluating calls. - Provides appropriate feedback on quality of service to ensure adherence to procedures and scripts to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills). - Acts as a counsellor – quality expert – quality assurance reference. - Attends and participates in meetings with supervisors, Project Leaders, and client’s POC to discuss guidelines and procedures. - Reports script problems or questions to appropriate areas. - Assists client in monitoring specific programs as needed. - Communicates with supervisors on program changes, new guidelines, new calibration approach. - Makes monthly call monitoring plan and executes this plan. - Provides relevant information for Monthly Quality Reports. - Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as expected by the client. - Monitors and evaluates AI-driven customer interactions, including IVR and automated flows. - Identifies gaps, trends, and improvement opportunities in AI performance and customer experience. - Ensures AI interactions meet defined quality standards and guidelines. Qualifications - German native/C2 level - mandatory - English fluent level - Strong verbal and written communication skills - Good organization/time management skills - Ability to work with a variety of people from diverse backgrounds - Ability to make fair and consistent judgments and decisions - Ability to solve problems and offer suggestions - Ability to adhere to all organizational policies and procedures - Ability to create constructive feedback which leads to performance improvement. - Quality Assurance skills. - Excellent Customer Service skills Requirements - Ability to organize, prioritize, and multi-task. - Good soft skills - Experience of relevant training and coaching techniques is desirable - Ability to provide feedback in a positive and supportive manner even if not direct with CSRs - Able to effectively use Microsoft applications (i.e., Word, Excel, PowerPoint, Project, Outlook, etc.) - Must hold EU citizenship or valid work permit for Portugal Other - Availability to work from home - Expected Schedules: Monday to Friday between 8h to 18h - Experience as a Quality Specialist – Quality Auditor or Senior Quality Assurance Specialist to act as a consultant is desirable Benefits - Competitive wages - Paid professional training - Employee discounts - Private healthcare & dental insurance (after six months of employment) - Growth opportunities through various development programs - Fun and engaging company-wide initiatives, including our EverBetter wellness program - Job stability - Life-long skills and experience - Excellent work culture