Customer Support Specialist – PPM (all genders)

innoscripta is the market leader for R&D software. More than 1,500 companies use our solutions to efficiently drive innovation projects, optimize funding opportunities, and accelerate development processes in a measurable way.

As a fast-growing technology company, we are shaping the future of innovation and funding management — digital, data-driven, and scalable.

• First-Level & Second-Level Support: Handle and process customer inquiries related to functions, issues, and bugs within PPM
• Technical Problem Analysis: Analyze, reproduce, and isolate technical issues in a structured and understandable way
• Ticket Management: Create clearly documented tickets for the engineering team including logs, screenshots, reproduction steps, and prioritization
• Interface between Customer & IT: Closely collaborate with product and engineering teams to ensure sustainable issue resolution
• Customer Communication: Communicate transparently and professionally regarding statuses, solutions, and workarounds
• Quality Assurance: Ensure that reported issues are fully documented and technically traceable
• Knowledge Management: Build and maintain internal documentation, FAQs, and support guides
• Process Improvement: Identify recurring issues and derive structural improvements from them

• Strong analytical and structured thinking skills
• Basic technical understanding of software, web applications, and system logic
• Ability to capture problems precisely and document them clearly
• Clear and professional communication skills — written and verbal
• Strong service orientation and ownership mentality
• Independent and reliable working style, even under high ticket volume
• Advantageous: Experience with ticketing systems, SaaS products, or technical customer support
• Advantageous: Understanding of APIs, logs, browser developer tools, or SQL
• Fluent German and English skills

PPM helps companies efficiently manage innovation and funding processes. To ensure our customers can work productively, we rely on fast, structured, and technically strong support.

As a Customer Support Specialist, you ensure that issues are not only answered, but solved sustainably. You are the connection between customer reality and technical engineering — making you a key part of a reliable product platform.