Trainee Service Operations 1st Level Support (m/f/d)

You are the first contact person for our customers and process technical inquiries via ticket system and phone in the 1st level. With growing experience, you also take 2nd-level requests. You analyze errors, find the cause and solve them independently. You solve technical problems with our product and development team. You use AI tools in support everyday, for example for ticket categorization, answers or knowledge search, and critically evaluate where You really help. You develop new AI-based support processes, test them and bring them to everyday life together with the team. You create and provide technical documentation such as FAQs and Troubleshoot Guides and build a knowledge base that people and AI can use equally. You test new features and identify bugs before reaching our customers. You get to know talention and our other tools so well until you're internally asked as an expertin. You are a professional starterin, a cross-release*in or have first professional experience and are interested in IT support and personal marketing. You're using AI tools like ChatGPT, Claude or Copilot with curiosity today and you're looking to keep thinking about their job. You have technical understanding and can easily explain complex facts. You're safe in MS Office. Further IT skills, such as networks, databases, APIs or operating systems, are a plus. You have a quick understanding, think analytic and like to work structured. You like to communicate, you are empathic and also maintain diplomatic skill in tricky conversations. You enjoy direct customer contact and solving technical problems. You express yourself excellently in German and speak very well English. First experience in technical support or IT is beautiful, but no need. An excellent product: Talention is awarded several times and enjoys a very good reputation for customers and research as a successful spin-off of the Wuppertal University. A structured trainee program: You get a comprehensive integration into all tools (including Talention, HubSpot, Featurebase, Jira), accompanied by a fixed mentor. Joint target agreements clearly show you the way to the next career step. Space for innovation: With us you can not only use AI, but actively shape it. Your ideas for better processes are heard and implemented. Start-up atmosphere: You expect a vision that the whole team carries, short decision paths, a steep learning curve and common team events. Real responsibility from the beginning: You play a leading role in customer communication early on and contribute directly to our success. An exciting industry: SaaS is dynamic, fast-paced, growing and innovative. Top location: Our modern office is located near the city centre of Wuppertal, just five minutes from the main railway station. From Düsseldorf, Essen, Cologne, Solingen or Remscheid you are here quickly. The extras: We offer you a parking lot or a grant to the ÖPNV ticket, free drinks (Lemonaid, Charitea, Spezi, Coffee, Tea and more) as well as an open break area with Nintendo Switch 2. Opinions: This is what your future colleagues say on kununu