Role Description In deiner neuen Rolle als Consulting & Technical Support Specialist bei ADN unterstützt du unsere Partner bei technischen Fragestellungen rund um Netzwerk- und Security-Lösungen. Du gehst tiefer als Standard-Support, übernimmst komplexere Fälle und sorgst dafür, dass unsere Partner handlungsfähig bleiben. - Du unterstützt Partner bei technischen Fragen und Problemen - Du bearbeitest komplexere Supportfälle und Escalations - Du analysierst Fehler und entwickelst nachhaltige Lösungen - Du arbeitest eng mit Herstellern und internen Teams zusammen - Du dokumentierst Lösungen und gibst Wissen weiter - Du unterstützt bei technischen Enablement-Themen Qualifications - Erfahrung im technischen Support oder IT-Consulting - Kenntnisse im Bereich Netzwerk und/oder IT-Security - Analytisches Denken und strukturierte Problemlösung, auch unter Druck - Selbstständige Arbeitsweise - Sehr gute Deutsch- und gute Englischkenntnisse Requirements - Erfahrung im Channel-Umfeld - Erste relevante Herstellerzertifizierungen Benefits - Home-Office- bzw. Remote-Work-Möglichkeiten - 30 Urlaubstage, betriebliche Altersvorsorge und Corporate Benefits - Arbeiten an einem der spannendsten Themen im IT-Markt - Viel Gestaltungsspielraum Company Description ADN ist einer der führenden Technologie-Anbieter für IT-Reseller in der DACH-Region und Indirect Cloud Service Provider. Mit mehr als 25 Jahren Erfahrung beteiligen wir uns täglich intensiv an der Entwicklung digitaler Zukunftslösungen. - Für unsere über 6.000 Partner aggregieren wir individuelle Lösungen aus unserem einzigartigen Portfolio aus Herstellern, IT-Dienstleistungen, Lösungsbereichen und Wissen. - Wir verstehen uns als zuverlässiger und agiler Dienstleister, der die Bedürfnisse der IT-Leistungsträger im Blick hat. - In einer schnelllebigen und hochkomplexen IT-Welt sehen wir es als unsere Mission, neueste Cloud-Technologien erlebbar zu machen.

• Be the first point of contact and support customers from online order through verification • Coordinate closely with colleagues from other departments to research the current status of orders and ensure smooth delivery of our vehicles • Maintain an overview of pending tasks at all times and help set team priorities • Help ensure customers receive their new car as quickly as possible — delivered straight to their door by our unique Glass Truck!

Role Description We are looking for a Customer Service Associate to support our LATAM clients and customers. This role is ideal for someone based in Latin America who understands the needs, expectations, and behaviors of local customers across the region. Our Customer Service team plays a critical role in delivering an excellent client experience by supporting customers across multiple channels, resolving issues efficiently, and identifying opportunities to improve processes and the overall client journey. The successful candidate will be fluent in both Spanish and Portuguese and will bring relevant experience from the FX/CFD industry or related sectors such as trading, crypto, iGaming, or other fast-paced financial services environments. Key Responsibilities - Provide timely, accurate, and professional support to customers through live chat, email, and phone. - Handle inbound and outbound customer interactions, including service-related follow-ups and telesales activities where required. - Deliver a high-quality customer experience in every interaction with clients. - Support LATAM clients with a strong understanding of local customer behavior, communication style, and service expectations. - Follow established SOPs, internal guidelines, and service standards in daily operations. - Meet individual and team KPIs, including response time, resolution quality, customer satisfaction, and productivity metrics. - Identify, escalate, and document customer issues, operational gaps, and recurring service challenges to the Team Leader. - Highlight common customer enquiries, trends, and pain points to support continuous process and product improvement. - Manage customer expectations effectively and escalate complex cases to the Team Leader when needed to achieve fair and practical solutions. - Stay up to date with product knowledge, process changes, campaigns, and system updates through regular training and team briefings. - Attend and actively participate in team huddles, training sessions, and operational meetings. - Collaborate closely with internal stakeholders to ensure smooth issue resolution and service delivery. - Embody Zeal Group’s core values in all interactions with customers and colleagues. Qualifications - Diploma or Degree in any discipline. - Minimum 3 plus years of experience in customer service, customer support, contact centre, or other client-facing roles. - Must be based in LATAM and demonstrate strong understanding of local customer behaviour, service expectations, and market dynamics across the region. - Fluency in Spanish and Portuguese, both written and spoken, is required; English proficiency will be an advantage. - Prior experience in FX/CFD is preferred; candidates from trading, crypto, iGaming, fintech, and related financial services industries are also encouraged to apply. - Proven ability to deliver excellent customer service, handle complaints, resolve issues, and manage escalations effectively. - Strong communication, problem-solving, relationship management, and cross-functional collaboration skills. - High attention to detail, strong process adherence, and the ability to work accurately within established SOPs and service standards. - Ability to multitask in a fast-paced environment and manage customer interactions across chat, email, and phone channels. - Proactive, adaptable, and resilient, with a strong sense of accountability and focus on KPI achievement. - Willing to work shifts, weekends, and public holidays on a rotational basis.

• Provide timely, accurate, and professional support to customers through live chat, email, and phone. • Handle inbound and outbound customer interactions, including service-related follow-ups and telesales activities where required. • Deliver a high-quality customer experience in every interaction with clients. • Support LATAM clients with a strong understanding of local customer behavior, communication style, and service expectations. • Follow established SOPs, internal guidelines, and service standards in daily operations. • Meet individual and team KPIs, including response time, resolution quality, customer satisfaction, and productivity metrics. • Identify, escalate, and document customer issues, operational gaps, and recurring service challenges to the Team Leader. • Highlight common customer enquiries, trends, and pain points to support continuous process and product improvement. • Manage customer expectations effectively and escalate complex cases to the Team Leader when needed to achieve fair and practical solutions. • Stay up to date with product knowledge, process changes, campaigns, and system updates through regular training and team briefings. • Attend and actively participate in team huddles, training sessions, and operational meetings. • Collaborate closely with internal stakeholders to ensure smooth issue resolution and service delivery. • Embody Zeal Group’s core values in all interactions with customers and colleagues.