Level 2 Support Specialist

🕒 June 16

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Phorest Software

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

☁️ SaaS

💄 Beauty

🤝 B2B

💰 $12M Debt Financing - Phorest on 2022-03

SaaS • Beauty • B2B

Phorest Software is a software company that builds and delivers a cloud-based platform to support salons and businesses in the beauty industry. Founded in 2002, Phorest provides salon management tools including bookings, payments (PhorestPay), client management, marketing and analytics, serving thousands of salon customers globally while emphasizing community, sustainability and employee culture. The company operates as a B2B SaaS provider with a distributed, growth-focused workforce of 400+ employees.

📋 Description

• Responsibility for all communication and coordination during technical escalations – from capture to resolution. • Initiate and manage escalations between L2 and L3 according to internal processes. • Validate priority and impact to ensure correct triage. • Ensure SLA compliance and track escalation progress. • Independently handle critical incidents affecting software usability, including structured communication with customers and internal teams. • Support data migrations, particularly product and customer data imports via SQL databases. • Handle API-related requests and data exports. • Participate in customer calls on technical issues, especially for key accounts. • Assist other support levels as needed (e.g., temporary work in L1 support). • Guide new colleagues during onboarding and coach L1 Support Specialists to reduce recurring escalations. • Contribute to quality assurance and the improvement of our knowledge base. • Actively participate in optimizing existing support workflows and developing new processes.

🎯 Requirements

• Completed vocational training or degree in a technical, IT, or business field, or equivalent professional experience • At least 3 years of experience in technical customer support or data migration, ideally in a SaaS environment • Solid SQL skills and advanced Excel knowledge • Experience with API integrations and data queries • Strong troubleshooting skills and structured problem analysis • Resilience, flexibility, and confident demeanor in dynamic situations • High customer orientation, reliability, and sense of responsibility • Precise, analytical, and solution-oriented working style • Excellent German and English language skills, both spoken and written • Experience in the beauty or hairdressing industry is a plus

🏖️ Benefits

• 28 days of vacation + 2 wellness days • Buddy program – an experienced Phorest colleague from our Irish headquarters will support you remotely • We subsidize your Urban Sports membership • An international, open-minded team full of drive and a shared goal: to provide the best service in the world • This is not just a job but a career opportunity. Our goal is to capture 25% of the global market — one million salons. That means many advancement opportunities for you as well