Technical Customer Support Representative

Stellenbeschreibung:

You analyze, process and resolve technical inquiries from our customers ("VR banks, market and outsourcing clients"), especially in the area of software deployment.
For problem resolutions that need to be handled outside your area, you create qualified tickets and hand them over to the affected business or service units.
You ensure compliance with customer support service-level agreements and, if necessary, initiate escalations involving all areas required to resolve the issue.
You are responsible for handling and coordinating 1st level incidents in collaboration with CRSOBR (Operations Bridge) and CRSICM (Incident and Complaint Management).
You work, among other tools, with knowledge databases, Online Status Applications (OSA), agree21 ITSM, Jira, Confluence and plainGPT.

Requirements

You have a degree in computer science or business administration — alternatively a banking or IT-related vocational qualification — and bring several years of relevant professional experience.
Ideally you already have basic ITIL knowledge and are familiar with applications such as SSMP, Bomgar, AGAVE, SAGA, FSV and agree21ITSM.
You communicate confidently in German at C1 level and also have good English skills at B2 level.
Agility and artificial intelligence are more than buzzwords to you – you understand their relevance and want to actively apply them in practice.
Your profile is rounded off by a strong customer orientation, an independent and structured way of working, and a high degree of team spirit.

Core Competencies

Demonstrates expertise in technical inquiry resolution, incident management, and customer support compliance, with a strong foundation in ITIL principles and proficiency in relevant software tools. Possesses advanced communication skills in German and English, complemented by a customer-oriented and structured approach to work.