Digital Support Agent with German Skills (m/f/d)
- Bucharest
- Pitești, Romania
DEHN is growing.
We are a leading international family-owned company based in Neumarkt, Germany. We offer solutions and services in the fields of lightning protection, surge protection, and safety technology. Our comprehensive portfolio addresses the megatrends of our time, including electric mobility, renewable energy, and the protection of critical infrastructure.
With over 2,600 employees worldwide, DEHN generated revenue of around 500 million euros in the 2025/2026 fiscal year. This continuous growth, alongside more than 115 years of experience, is built on the highest quality standards and a strong focus on customers and markets worldwide.
As part of our corporate strategy GROW(ING) TOGETHER 2030, and in addition to our production sites in Germany, we have established the DEHN Global Knowledge & Support Hub in Romania as a shared service center for the entire DEHN Group.
For our Global Knowledge & Support Hub in Romania, we are building a dedicated Digital Operations team to support customers across the DACH region. To help shape this team from day one, we are looking for 3 Digital Support Agents with German Skills (m/f/d).
The Role | Your Tasks:
- Provide first-level support for DEHN services and products.
- Handle customer inquiries via phone, email, chat, and ticketing systems (e.g. Jira).
- Use Confluence and internal knowledge bases to research information and provide accurate responses to customers.
- Ensure compliance with service quality standards, netiquette guidelines, and data protection requirements.
- Identify recurring customer questions and contribute to the development and maintenance of FAQ articles and knowledge documentation.
- Support users in German and English, ensuring clear and effective communication across both languages.
- Analyze customer requests and resolve standard issues in a timely and professional manner.
- Document customer interactions, incidents, and solutions in the ticketing system.
- Escalate complex or unresolved cases to the appropriate support teams when required.
- Ensure a professional, customer-oriented support experience and high customer satisfaction.
- Collaborate closely with internal departments and global support teams.
- Contribute to the continuous improvement of support processes and service quality.
Your Experiences and Competencies:
- Educational background in Electronics and Telecommunications, Electrical Engineering, Power Engineering, Construction Engineering, or a related technical field. Equivalent practical experience is also highly valued.
- Experience in customer support, service desk, technical support, or a similar customer-facing role.
- Advanced German (C1) and English language skills, with excellent written and verbal communication abilities.
- Strong communication and problem-solving skills.
- Interest in technical products and technologies, combined with a strong willingness and ability to quickly learn DEHN products and digital solutions.
- Experience handling customer inquiries via phone, email, chat, and ticketing systems.
- Experience with ticketing systems such as Jira, Microsoft Dynamics, or similar customer support platforms is an advantage.
- Experience working with knowledge management tools such as Confluence or similar documentation platforms is an advantage.
- Strong attention to detail and commitment to maintaining high standards of customer communication and data protection.
- Willingness to work primarily within Central European Time (CET) business hours.
- Ability to understand and explain technical concepts to customers in a clear and professional manner.
- Customer-oriented mindset with a strong focus on service quality and customer satisfaction.
- Ability to work in an international environment and collaborate effectively with cross-functional teams.
- Willingness to travel occasionally to DEHN Headquarters in Germany and the DEHN plant in Romania, as required.
- Ability to work in a primarily remote work environment, with occasional on-site presence and business travel when needed.
Our offer.
- A dynamic, modern and international work environment that makes it a great place to work.
- A highly motivated team continuously exploring new technologies and innovations to enhance our services and satisfy our internal customers.
- Close collaboration with the DEHNgroup headquarters in Germany.
- A culture of open communication and collaboration, where everyone is encouraged to contribute their ideas to the company`s success.
- A modern work environment with flexible working hours and remote work options to support a healthy work-life balance.
- Varied and engaging responsibilities within a strong and supportive team.
- Comprehensive onboarding and rapid integration into your new role.
- A corporate culture driven by passion and guided by strong values - Adding value with passion!
Are you looking for new challenges?
- Nona Rotariu
- HR Business Partner
- +40 348 710 418
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