- 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.
Highest-signal resume keywords
- Technical Inquiry Resolution
- Incident Management
- ITIL Knowledge
- Customer Orientation
- German C1 Communication
ATS Optimization Keywords
Hard Skills
- Software Deployment
- Incident Management
- ITIL
- Agility
- Artificial Intelligence
Soft Skills
- Customer Orientation
- Independent Working
- Structured Approach
- Team Spirit
Industry Keywords
- Banking
- IT-related Vocational Qualification
- Service-Level Agreements
- 1st Level Incidents
- CRSOBR
- CRSICM
Tools & Technologies
- Jira
- Confluence
- Agree21 ITSM
- Online Status Applications (OSA)
- Knowledge Databases
#J-18808-Ljbffr
Technical Customer Support Representative Arbeitgeber: Jobtailor
Als Global Director B2B – Business Development bei uns profitieren Sie von einer dynamischen und innovativen Arbeitsumgebung, die auf Zusammenarbeit und Kreativität setzt. Wir bieten Ihnen nicht nur attraktive Vergütungsmodelle und umfassende Weiterbildungsmöglichkeiten, sondern auch die Chance, in einem internationalen Team zu arbeiten, das Vielfalt und persönliche Entwicklung fördert. Unsere Unternehmenskultur legt großen Wert auf Flexibilität und Work-Life-Balance, sodass Sie Ihre Karriereziele in einem unterstützenden Umfeld erreichen können.
