IT Support Technician (1st Line Customer Support)

About the role

As a 1st Line Customer Support Associate, you will be the first point of contact for Myfactory users in Germany, Switzerland and Austria. You will resolve technical and functional queries, ensure high customer satisfaction and continuously expand your expertise across the Myfactory product suite.

Key responsibilities

• Provide intensive support via phone, email and ticket system.
• Maintain and improve customer satisfaction levels.
• Update and maintain the knowledge base and documentation.
• Collaborate closely with development teams.
• Test, reproduce and analyse reported issues.
• Continuously broaden knowledge of the entire Myfactory portfolio.

Required profile

• Strong understanding of business processes and workflows in SMEs.
• Completed vocational training or university degree, preferably with business administration studies.
• Good grasp of business applications and ERP solutions.
• Strong interest in IT and technology.
• Excellent communication and teamwork skills.
• Reliable, customer‑oriented attitude with high commitment.

Required skills

• Experience with at least two of the following: Magento, Shopware, SOAP API, REST API, SQL Server, MS365 Email, Azure, POS systems.

What we offer

• Hybrid working model – onsite onboarding followed by local hybrid policy.
• Opportunities to work closely with development teams and expand technical expertise.