First Level Support Agent with German

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

About the role:

As an Agent in our 1st Level Support team, you will be the primary contact for customers and employees seeking technical and payroll assistance. Your role will focus on providing initial support and ensuring efficient handling of inquiries through various communication channels.

What do we have to offer?

• Stable employment conditions: permanent employment contract (after a 3-month probation period)

• Flexible working hours and remote work opportunities

• Private medical care (LuxMed)

• Cafeteria system / Sports card

• Lunch card (Edenred)

• Financial allowance for remote work

• Loans for employees

• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)

• Life insurance

• Holiday allowance

• Free language courses (during your working hours)

• Annual bonus

• Integration events

• Free parking spaces for employees

• Referral program

• PPK (Employee Capital Plans): 3.5% employer contribution

• Learning opportunities: through an individual development plan and professional training

• Career growth: whether you want to become more of an expert in your field or expand your knowledge horizontally, there’s always room to grow within SD Worx!

  
  

Which tasks can you expect?

• Handle support requests received via phone, ticketing system, or other channels

• Record and categorize incoming inquiries for further processing

• Perform initial analysis of reported issues

• Resolve standard problems following defined procedures and guidelines (e.g., password resets, simple software issues).

• Participate in ongoing team training to deepen technical skills.

• Remote support for partially outsourced customers

• Working with international groups in German and English

• Escalate more complex or unresolved issues to 2nd Level Support.

• Ensure all relevant information and diagnostics are passed on accurately to the next support level.

• Provide friendly, professional, and clear communication with customers or employees.

• Keep requestors regularly informed about the status of their inquiries.

• Manage user accounts and access rights, including creating new users, changing passwords, and assigning permissions.

• Maintain and update the knowledge base with common problems and their solutions.

• Document all inquiries and actions taken in the ticketing system.

• Generate reports on frequent issues to support preventive measures.

  
  

What do you have to offer?

• Excellent German language knowledge (B2+/C1)

• Good English language knowledge (B1)

• MS Office tools and their application are not foreign to you

• You never stand still and want to continuously develop yourself

• Previous experience in HR or payroll related role would be an advantage

  
  

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.