Support Specialist

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GUS Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1980

🤝 B2B

🏢 Enterprise

☁️ SaaS

B2B • Enterprise • SaaS

GUS Group is a German software group that develops integrated ERP and business-process solutions for mid-market (primarily DACH-region) companies, focusing on process industries, supply chain optimization and regulatory-compliant operations. Its product portfolio includes the GUS-OS Suite (workflow-based ERP), sales management (GUS AIS), dairy industry systems (Sopra EVS and EIS), and warehousing/commerce solutions (WinAB). The company emphasizes compliance (GAMP 5, REACH), traceability, finance & accounting, and workflow automation to support digital transformation and secure, scalable growth.

📋 Description

• Receive, analyze and handle customer inquiries regarding solutions and services within the GUS portfolio • Accurately record, prioritize and document support tickets in the ticketing system and forward more complex inquiries to the Consulting department • Independently resolve customer inquiries and recurring issues in accordance with defined processes and SLAs to ensure customer satisfaction • Ensure high solution quality and First Contact Resolution (FCR) • Actively contribute to maintaining and enhancing the knowledge base and support onboarding of new colleagues • Adhere to support standards, guidelines and internal policies • Work closely with the Head of Customer Support and other internal departments

🎯 Requirements

• Successfully completed vocational training in an IT-related field (e.g., IT systems management, IT specialist, or equivalent) or relevant professional experience • Basic understanding of business processes (e.g., purchasing, sales, logistics, production, finance) • Solid technical understanding of applications and system landscapes; several years of experience in IT support or the ERP environment is an advantage • Strong service and customer orientation with enjoyment of direct communication • Analytical thinker with a structured approach to work and strong problem-solving skills • Excellent, audience-appropriate communication skills, both written and verbal • Enjoy working in a team and willingness to quickly familiarize yourself with new topics

🏖️ Benefits

• Urban Sports Club • JobRad • Corporate benefits • Language courses (Babbel) • 30 days of annual leave • Flexible working hours • Hybrid working (office & remote) and much more!