Support Coordinator (m/f/d)

TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.

TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Customer Solutions & Innovation (CSI) is DHL’s cross-divisional commercial and innovation unit. We are responsible for managing about 100 of DHL’s largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions.

Tasks:

As Support Coordinator you will be responsible for the day-to-day operation of the Group software products and network, ensuring 24/7 operation of systems and when problems arise, effecting quick and permanent solutions. You will be handling technical issues personally either through phone, via mail or ticketing/ chat applications. In addition to this, you will be also managing the customer admin profiles and their access. You will be in direct contact with the customers for any technical assistance required by them.

As Support Coordinator you make use of your expert knowledge gained from previous support functions. In this position you directly contribute to allow DHL maintaining a dominant position and protecting our margins while making our services available and accessible.

• Manage all aspects of the day-to-day business relative to handling customer support requests
• Prioritize IT-related problems as they come in to Help Desk and escalate when necessary
• Assign problems/tasks to tech support specialists via Jira / ticketing system
• Make decisions quickly, often with limited information
• Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e. negative trends) and, if warranted, trigger corrective actions
• Prepare data-driven analytics to align stakeholders on priorities increasing Customer Satisfaction both short and long-term, by creating regular customer support reports and share them with the product team

Profile:

Experience:

• First professional experience in a relevant environment
• Experience or deep interest in customer support of complex IT systems
• Ability to diagnose software and trouble shoot technical issues
• Solid understanding of remote desktop support applications
• Excellent oral and written communication skills
• Strong analytical skills
• Ability to prioritize and manage tasks
• Excellent time management and problem-solving skills
• Exceptional customer service skills
• High willingness and openness to learning and ability to very quickly pick up on new things

Education/Qualification:

• Bachelor/ Master Degree in Information Technology, Business Administration, Economics or similar or technical education with extensive experience in relevant environment

Language Requirements:

• Fluency in English required
• Fluency in German preferred

Your benefits

We offer excellent employee benefits, a competitive salary package and great development opportunities.

Your contact
Louis Ziegler will be happy to answer your questions via telephone +49 228 182 47713.

Interested in this responsible position with its varied tasks? Please click on “Apply Here” and send us your complete application, including a cover letter, CV, references, your desired salary and your earliest possible starting date. You can find further information at dpdhl.jobs.

We are looking forward to your application.

CONNECTING PEOPLE. IMPROVING LIVES.