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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.
Job Responsibility:
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
Requirements:
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
Nice to have:
CCNA certification
What we offer:
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