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Alpha Online develops process management software for professional used-car dealerships in Germany. The AlphaController platform manages all dealership workflows—from vehicle valuation to sales—and serves major automotive brands including Mercedes-Benz, BMW, Volkswagen, Porsche, and Audi. Alpha Online is now part of CarOnSale, an AI-powered operating system for B2B used-car trading across Europe.
In this role, you will be the first point of contact for customers via phone and email, handling 1st-level support with a path toward 2nd-level responsibilities. You will maintain administrative oversight of all open cases and manage the full customer support lifecycle.
Key responsibilities include:
- Serve as primary contact for customer inquiries and troubleshooting
- Configure AlphaController to match each customer's specific requirements, including feature activation and permission structures
- Analyze software dependencies and error sources proactively to prevent customer issues
- Manually test each software release thoroughly and manage tickets to ensure only error-free versions reach customers
- Investigate errors at partner interfaces, communicate directly with integration partners and internal development teams, and contribute to resolution
You will work in a flexible hybrid arrangement based in Hamburg, with the option to work from home. The role offers an indefinite employment contract, an experienced team with short decision-making paths, and an environment where AI and digitalization play a genuine role.
REQUIREMENTS:
- Minimum 3 years of direct customer contact or support experience
- Technical understanding of complex software processes and interfaces
- Analytical, structured working approach; ability to identify dependencies before they become problems
- Enjoyment of direct customer interaction and finding tailored solutions
- German language proficiency at C2 level; English at minimum B2 (written and spoken)
PREFERRED:
- Experience in the automotive sector
- IT/software training or certification (e.g., IT specialist/Fachinformatiker)
