Ubique Systems

Support Specialist

Ubique Systems Frankfurt

Stellenbeschreibung:

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Purpose: First point of contact; quick resolution and triage.

Typical Responsibilities

  • User assistance: login issues, password resets, access/role problems
  • Data entry errors and minor configuration checks
  • Incident logging, categorization, and escalation to L2 when needed

Skills & Tools

  • Strong DMS navigation knowledge (good to have)
  • Ticketing tools (ServiceNow, Jira, Remedy)
  • SOPs/KB usage

KPIs

  • Average Handle Time (AHT)
  • SLA adherence

L2 Support (Level 2 – Functional / Technical Specialists)

Purpose: Deeper investigation and resolution of complex issues.

Typical Responsibilities

  • Troubleshooting functional issues across modules (Sales, Service, Parts, Accounting)
  • Data issues (posting errors, integrations, batch jobs, EOD/EOM failures)
  • Configuration changes, permissions, workflows
  • Root Cause Analysis (RCA) and permanent fixes
  • Supporting integrations (OEM interfaces, DMS–CRM, accounting exports)
  • Liaising with vendors/OEMs and escalating to L3 if required

Skills & Tools

  • Advanced DMS expertise (module-level) (good to have)
  • SQL/basic database understanding (where applicable)
  • Log analysis, reports, and reconciliation
  • Change management and documentation

KPIs

  • Resolution time
  • Reopen rate
  • Quality of fix / recurrence reduction
  • SLA compliance

Seniority Level

Associate

Employment Type

Full-time

Job Function

Information Technology

Industries

IT Services and IT Consulting

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Stelleninformationen

  • Veröffentlichungsdatum:

    06 Jan 2026
  • Standort:

    Frankfurt
  • Typ:

    Vollzeit
  • Arbeitsmodell:

    Vor Ort
  • Kategorie:

  • Erfahrung:

    2+ years
  • Arbeitsverhältnis:

    Angestellt

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