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Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
We are seeking a skilled professional to resolve complex and escalated technical issues related to Vodafone Germany s fixed and TV products in a dynamic, customer-critical environment. This role involves troubleshooting, process improvement, and collaboration with internal and external teams to enhance customer experience and support services.
- Act as a technical and process reference for junior incident managers.
- Handle long-running and complex tickets, ensuring resolution within SLA and KPI targets.
- Perform fault identification and resolution for Vodafone Germany customers.
- Collaborate with internal competence teams and third parties to resolve incidents.
- Manage end-to-end customer incidents from initial contact to resolution.
- Deliver exceptional customer experience measured by NPS and feedback.
- Work on a 24/7 rotational shift basis, including weekends and public holidays.
- Advanced troubleshooting techniques for fixed and TV networks.
- Cross-functional collaboration and stakeholder management.
- Process optimisation and incident management best practices.
- Deep understanding of Vodafone s product portfolio and tools.
Desired Candidate Profile
- Minimum 2 years experience in troubleshooting and technical support for complex solutions.
- Advanced knowledge of fixed and TV products, including routing, switching, and IP services.
- Fluent in German (C1 level) and English, both written and spoken.Strong analytical and communication skills with a customer-oriented mindset.
- Ability to support new team members in complex scenarios.
- CCNA certification is preferred.
- Bachelor s degree in Computer or Telecommunications Engineering or related field.
Company Industry
- Telecom
- ISP
Department / Functional Area
- IT Software
Keywords
- IPPS CF Support Engineer German Speaker
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