Zertificon Solutions – Software Manufacturer since 2004.
We are IT security specialists: our products encrypt business communications. More than 25% of the 100 highest-revenue companies in Germany, as well as hundreds of medium-sized enterprises across all industries, already use our Z1 encryption solutions. We have big plans and continue to grow steadily. Nearly 140 employees are already working with us in Neukölln. Join our professional, highly qualified team: take on challenges, share your knowledge, learn new things, and discover your potential!
First Level Support Agent (f/m/d) at B2B Software Vendor
Berlin
Full-time
Permanent employee
Untertitel
Your tasks
We're growing our support team to ensure customers get faster, more reliable help—and that starts with you. As a first level support agent, you'll play a key role in delivering top-notch service while building your own career path. With more people in the team, we’re reducing wait times, improving team resilience, and creating room for you to grow: Whether that means taking on more complex cases, learning from experienced colleagues, or stepping up into second-level support through structured training and mentoring.
Your Tasks
Your Tasks
- Be the first point of contact: Provide first-level technical support via phone, email, or our ticketing system to customers experiencing IT-related issues
- Own the simple stuff: Solve straightforward support cases independently
- Escalate smartly: Forward complex requests to our second-level support team—clearly documented and well-prepared
- Team up: Work closely with other IT teams to identify and address recurring issues and improve service quality
- Clarify and support: Help customers define and understand their technical issues before troubleshooting begins
- Share insights: Prepare and share customer feedback reports to spot patterns and suggest improvements
Your profile
- Previous experience in customer support by phone
- A structured and solution-oriented way of thinking with solid troubleshooting skills
- Basic Linux console know-how
- Bonus points if you’ve worked with Postfix and PostgreSQL before
- Strong communication skills: Excellent German (C1+) and good English (B2+)
We offer
- Flexible hours and home office options
- Mobility: free Germany-wide public transport ticket, bike leasing, or parking
- Subsidies for meals (e.g., delivery services) and home office internet
- Urban Sports Club membership for flexible fitness and wellness
- Office perks: rooftop terraces & green courtyard, organic fruit and drinks, personal packages accepted at the office
- Get-togethers: monthly Pizza Friday, regular team events, big summer party
- Responsible leadership: structured onboarding, regular feedback, clear goals
- Innovative without startup risk: profitable for 20+ years, self-funded innovation with strong global potential
- International team: 120+ colleagues from 30+ countries, open and collaborative culture
About us
Why Zertificon?
Zertificon stands for securing digital business. We develop trusted IT security solutions "Made in Germany" – built for businesses that value both protection and usability.
If that resonates with you, we’d love to hear from you.
Zertificon stands for securing digital business. We develop trusted IT security solutions "Made in Germany" – built for businesses that value both protection and usability.
- Independent & committed: For over 20 years, we’ve built secure communication tools – as an owner-managed company with a clear stance
- Purpose-driven: We believe that digital communication must be secure and free. If you think Edward Snowden did the right thing as a whistleblower, we might just share the same values. As a sign of our support, we donate €1,000 to an organization that supports Edward Snowden for every new hire who mentions him in their application
- Hands-on excellence: We take on complex challenges because we can. Our in-house experts are top-tier – even external specialists often learn from us. When we want the best, we build it ourselves
- Agile by conviction: We think fast, act pragmatically, and improve continuously. No bloated processes, no “that’s just how it’s always been done.” Initiative is welcome – but of course, it will be challenged, and not every idea will make it through unchallenged
- Security that works: We build software that’s not only secure, but actually usable – not just for large enterprises with dedicated highly skilled IT teams, but also for small and mid-sized businesses that need strong security without the complexity
- Diverse & international: Our team of 130 people from 30+ countries shares one mission: making secure digital communication easily accessible to businesses of all sizes
If that resonates with you, we’d love to hear from you.