Schwarz Digits creates the technological foundation for digital sovereignty in Europe. As the IT and digital division of the Schwarz Group, we develop and manage the IT infrastructures for the retail divisions Lidl and Kaufland, as well as Schwarz Production and PreZero. At the same time, we operate as an independent provider in the external market to support companies across Europe in their digital transformation. We bundle our core services in the areas of Cloud, Cyber Security, Data & AI, Communication, and Workspace.

Join us and contribute to digital sovereignty in Europe. With us, you will work at the intersection of agility and security: You will benefit from fast decision-making processes, enjoy genuine creative freedom in your projects, and be able to build upon the stable foundation of the Schwarz Group. 

• This position features a consistent afternoon-to-evening schedule, with standard working hours from 15:00 to 23:30.
• Manage requests from registered users in ticketing tools, maintaining the levels established in the SLAs.
• Provide support to users on functional issues related to the respective products.
• Track incidents and resolutions.
• Respond to questions about processes.
• Identify potential process improvements and promote them within the team.
• Identify system problems (recurring incidents) and proactively communicate with product managers to resolve them.
• Operational knowledge management (Provide training to end users or collaborators when necessary)
• Notify users and other teams of serious system incidents
• Perform tasks beyond those of Support to expand knowledge and broaden the scope of responsibilities (reporting, documentation, meetings with internal and external teams, etc. this to be established with the manager according to the tasks)
• Jour fixe with countries and external teams
• POCs for countries regarding any incident related to a product/feature managed by the company and product teams.
• On-call duty on rotating shifts to ensure the proper functioning of the company's products outside of office hours
• Work following established guidelines regarding the Incident Management, Problem Management, and Knowledge Management processes.

Your Profile:

• Previous experience in customer satisfaction-related tasks,
• A high level of organization and excellent management skills,
• Communication skills,
• Detail-oriented and analytical skills,
• Ability to work in a team without losing the drive to succeed,
• Empathy/Passion for customer service,
• Professional ethics, enthusiasm, and the ability to adapt quickly,
• Multitasking skills that allow you to adjust priorities on the fly,
• Ability to prioritize tasks and remain calm in the face of potential pressure,
• Go beyond customer service: anticipate potential problems, understand how to manage the needs of a technical team in relation to the needs of our customers.
• High level of Spanish and English.
• Proactive

We look forward to receiving your application.

Aidan Cutanda Lundy · Reference no. 48145 
Stiftsbergstraße 1 · 74172 Neckarsulm, Germany