Customer Support Expert (m/w/d)

About us: VusionGroup empowers retailers to turn their physical stores into powerful digital assets, more automated, data-driven, AI enabled and connected, by leveraging our IoT Cloud technology. At VusionGroup, our business plan sets out ambitious, company-wide goals; we see growth as a challenge and innovation as a core component of our development strategy and our rapid international expansion. As a result, all our employees are given responsibility quickly and their careers progress in line with changes in the Group. Joining VusionGroup means working for the world’s leading supplier of electronic shelf labels for large-scale retailers and helping to build the history of our trailblazing business. It means believing in the business plan and sharing the ambitions of a fast-changing, internationally-focused company. Thanks to the talent and the dedication of our multidisciplinary, multicultural teams, VusionGroup is enjoying unrivaled growth. We are entrepreneurs: VusionGroup is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower. Key Responsibilities: As part of our Level 2 Technical Customer Support team—responsible for supporting our IoT, network, and SaaS solutions—you will play a key role in assisting our DACH customers through the following responsibilities: Collaboration with customers and partners to identify and resolve potential issues Independent handling of support tickets and coordination of fixes with 3rd level support Responding to inquiries via phone, Email, and ticketing tool Support with the installation and configuration of the VusionGroup solution Troubleshooting system, network, and software issues Targeted follow-up and analysis of inquiries Process documentation and preparation of relevant reports Education: Technical diploma, ongoing or completed university of applied sciences (FH) or university degree Experience & Skils : Initial professional experience in a similar role is an advantage with solid understanding of IT environments (LAN, WLAN, cloud, Linux, and Windows) Experience with remote support tools is a plus Strong implementation skills, with a proactive and assertive mindset Customer-oriented approach with excellent communication skills Team player with a positive and collaborative attitude Fluent in German and English, both written and spoken We innovate. We help communities thrive. VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers. The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together. We feel supported. You will too. VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including: Pay : Competitive pay and shareholder equity (VusionGroup to add pay, based on state requirements or if relevant) Schedule : A flexible, hybrid work schedule Career Growth : E-learning opportunities and workshops, and global mobility potential