L1 Customer Service with German_replacement

Potentiam is a fast-growing global offshore solutions provider connecting top talent with leading UK and European businesses. With offices across South Africa, Romania, India, and Brazil, we offer international exposure, real career progression, and the opportunity to work with high-performing global teams.

We combine global opportunity with local support – giving you the chance to grow, make an impact, and build a long-term career in a business that’s scaling fast.

Global clients. Clear progression. Real opportunity.

We are an equal opportunity employer. We encourage applications from people with disabilities and will provide reasonable accommodation during the hiring process.

Purpose of Role

As a Technical Support Analyst with German, you will be the first point of digital contact for our customers, responsible for ticket classification, basic troubleshooting, and ensuring a smooth flow of service requests in line with our SLAs. This is a non-phone-based role focusing on email and ticketing platforms.

Responsibilities:

• Respond to customer inquiries via email and ticketing system;


• Perform basic troubleshooting and maintain a stable first-fix resolution rate for basic errors;


• Classify, prioritize, and dispatch tickets to the correct support level;


• Regularly monitor and manage the ticket queue, ensuring SLA compliance;


• Update and maintain knowledge base articles, databases and internal documentation;


• Communicate with internal departments to ensure timely ticket resolutions.

Skills, Qualifications & Abilities:

• Fluent in German and good communication skills in English;


• Experience in customer support and working with ticketing systems;


• High attention to detail and a strong customer-focused approach;


• Proactive mindset — bringing new ideas to improve processes and service delivery;


• Hands-on mentality with a desire to actively troubleshoot and solve issues;


• Organized, reliable, and committed to meeting SLA targets.

What we offer:

• A great work environment built by amazing people, working with high level technologies & products;


• Being part of a company that values you at your highest professional and personal attributes;


• Being valued within important events throughout the year - we offer a diverse benefit pack including special events gifts, free paid day for your birthday, Christmas & Easter vouchers;


• Enjoying a competitive salary, meal vouchers, as well as top medical subscription;


• Sport subscription;


• Career development opportunities.

Data Privacy Notice

The personal information you provide during the application and recruitment process will be used solely for recruitment purposes, in accordance with our data protection policies.

For any questions regarding data processing related to HR activities, please contact Chantal Endemann at [email protected].

All data shared with third parties complies with applicable confidentiality and retention requirements.