BSS /OSS Customer Care Specialist (m/f/d)

 StepStone ·  12.03.2019 ·  Frankfurt am Main ·  ngena GmbH


ngena stands for “Next Generation Enterprise Network Alliance”. We provide a central cloud platform that merges the local networks of our international telecommunication alliance partners into a single global Software-Defined Wide Area Network (SDWAN).


You will be responsible for the end-to-end handling of all inquiries coming from our Alliance Partners regarding the ngena business platform

Providing support and guidance on business or technical topics

Documentation and communication 



Developing and delivering trainings to both internal and external stakeholders

Support in addressing any issues that occur during customer rollouts and deployments

Follow-up on new functionalities & bug fixes of monthly sprints and compilation of of those into formal release note documents



You have successfully completed your university degree in computer science or a similar subject

You've been working in a customer support environment with direct exposure to end customers for several years 

Handling client escalations and complaints is no problem for you

You're experienced with user documentation & reporting as well as ITSM workflow tools

Experience in developing and delivering trainings both internally and to customers

Familiarity with CRM tools and practices, good MS Office knowledge

Communicating fluently in English is no problem for you, and if you know some German or Polish - even better! 

Nice to have: telco industry know-how, knowledge in requirements management and software development, experience in BSS/OSS process management, experience in B2B environment, network engineering skills

You're a problem solver who loves to think analytically and is able to find workarounds even in the most complex situations

Customer orientation is one of your strengths and you adapt easily to different types of characters

You want to work and flourish in a multicultural team and enjoy working in an agile environment

If need be, you're ready to go the extra mile 


An exciting, dynamic, international start-up environment awaits you with an open corporate culture of flat hierarchies. At ngena, responsibility will be in your hands from the very beginning. You will continuously grow both on the professional and personal front amongst a diverse team of more than 15 nationalities, varied age groups and a wide range of skill-sets. This fusion will prepare you for paving the world with ngena’s leading SDWAN technology.

What we offer


Challenging tasks with room for creativity and development opportunities within the company

An international team of highly motivated colleagues within a dynamic startup company

Working in an open corporate culture of flat hierarchies and short decision-making paths

A state-of-the-art workplace




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