Technical Team Leader Customer Service Municipal Finances (m/f/d)

Senior Consultant (m/w/d)

Augsburg Bayreuth Country hat Munich Nuremberg Regensburg Würzburg We make Germany's administration digital. Designing software solutions for digital and modern administration, which organize the involvement of citizens: in cities and communities – across Bavaria and Germany. What do you expect from the AKDB? In the field of customer service, we support all questions concerning the introduction and application of our products. We focus on professional service provision, coupled with modern project management and high-quality services.

Professional team control: You coordinate the customer service team in the financial sector, plan the use of resources and ensure that support and service targets are reliably achieved. Ticket and SLA Management: You keep an eye on open customer requests, prioritise tickets according to urgency and professional needs and ensure reliable processing within agreed service levels. Escalation Management: You take over demanding or escalated customer requests, control their clarification and ensure professional and solution-oriented communication. Service Quality: You analyze recurring customer requests and take specific measures to continuously improve support, services and customer experience. Process optimization: You develop existing support processes, working methods and tools used together with the areas involved. Standards and cooperation: You keep service processes, guidelines and SLA regulations comprehensible and work closely with professional and disciplinary executives as well as other interfaces.

Qualification: You have a commercial or administrative training, a corresponding study or a comparable qualification. Local finances: You know the processes and technical requirements of municipal finance and can safely arrange customer requests. Customer service: You bring several years of experience in professional customer service, support or in a comparable service-oriented function. Service organization: You are familiar with ticketing systems, service level agreements and the structured management of customer requests; Experience in operational planning or professional team coordination is advantageous. Specialized software: knowledge in municipal financial software, especially in OK.FIS or OK.FINN, are of advantage. Knowledge of German: You have knowledge of German at least C1 level in word and writing.

Culture and cooperation Comprehensive, value-adjusted management and corporate culture that supports innovative and independent work Motivated team and exciting, challenging tasks Security and remuneration Safe workplace with attractive salary and usually permanent contracts. Flexibility and work-life balance Flexible working hours: sliding time and up to 60% mobile work 30 days plus three paid free days per year Workation: up to 30 days in the European Economic Area (including Iceland, Liechtenstein, Norway and Switzerland) – with team agreement Development and perspectives Professional studies, targeted training and talent management for personal promotion Working environment and infrastructure Modern, centrally located offices with roof terrace, underground garage and pleasant working environment Additional services and goodies Corporate Benefits, e.g. discounted Germany ticket, funded childcare and changing employee events