German Speaking Technical Support Advisor

The Technical Support Advisor is a key point of contact for our customers. This role is vital to the ongoing success of i6 by engaging with customers, solving problems via support requests and helping us ensure a consistent and reliable customer experience

To provide front line technical support to customers across the complete i6 product range and manage the problem to resolution either themselves or pulling on support from the development team. 

This is a 24/7, global service therefore the job holder will be required to work a variety of shift patterns. The role holder will manage the communication with the customer for the duration of the problem, keeping them updated with progress and any issues that will hinder the successful closure. 

They will also be responsible for answering incoming phone calls and troubleshooting customer technical problems within the i6 platform and hardware.

• Answer customer phone calls and emails to accurately diagnose, prioritise and communicate customer issues.


• Respond and aid in the resolution of all submitted support tickets.


• Contact and implement customer canary testing resulting in full hardware updates so that all customers have the same Android Package Kit versions.


• Ensure all hardware repairs are sent and tracked through the correct process. 


• Configure the tablets on return so that the customer receives their Hardware in the correct state.


• Prioritise and triage of incoming bugs on the bugs landing board.


• To cover on-call shifts one week out of a six-week rotation. Weekend cover from Fri 21.30 till Sun 21.00
  Weekly shift rotation:  Mon - Fri  05:00-13:30 / 21:00-05:30 / 08:00-16:30 / 13:00-21:30


• As the organisation grows this will be moved to a full 24/7 Support model. Working weekends will then be required. 


• Communicate with the wider business when required or necessary to ensure all goals are achieved.


• Work closely with other departments on customer-related service desk issues.


• Ability to assist and support other teams in Data entry and configurations.


• Assist in other projects provided by your manager that involve configurations and data entry within operational support.


• Occasional travel to the office for equipment repairs or to customer locations to provide training or on-site support may be required as directed by the line manager.

• To provide excellent customer service at every opportunity both internally and externally – going the extra mile to help a customer.


• Demonstrate practical problem-solving skills and an ability to effectively interpret and process a variety of instructions and requests provided in oral, written, diagrammatic, or scheduled form.


• Must portray strong verbal and written communication skills. have an ability to listen, read, analyse, and interpret consumer feedback and relay clear, concise, and helpful information and insights back to the consumer and the general public.


• To work autonomously and with a team to get the task completed, with discussion or advice as required.


• To endeavour to meet all commitments that you make and communicate effectively and early if you are not able to achieve a commitment both internally and externally.


• To be flexible within working hours as your job involves shift work and on-call duties.

Experience - Essential:

• Fluent in German, spoken and written


• Customer Service 


• Technical software skills and knowledge would be an advantage


• The ideal candidate would have Aviation industry knowledge