Application & Technical Support

This is a fully remote position, open to applicants in Germany.

📋 Description

• Assist HR managers and brokers with inquiries related to the portals.

• Evaluate information to decide if issues can be resolved by Support or if they require escalation to experts in other teams.

• Create customized solutions.

• Take charge of and assess more complex cases, such as CSV employee imports and permissions assignments.

• Review recurring questions and provide organized feedback to the Development and Product teams.

• Identify and address root causes to streamline portal processes and decrease ticket volumes.

• Arrange documentation in Confluence.

• Develop guides and brief screencasts tailored to the audience.

• Employ modern tools, including AI, to enhance knowledge discoverability.

• Assist with training sessions, launches, webinars, and enablement programs.

• Collaborate with the team lead to optimize support processes.

• Proactively implement ideas to enhance the user experience.

• Deliver operational support during service hours from 9:00 a.m. to 4:00 p.m.

⛳️ Requirements

• Experience in an IT support or service capacity.

• Demonstrated history of implementing personal ideas or process enhancements.

• Strong technical aptitude.

• Willingness to actively embrace new methodologies and tools, such as screencasts and AI-driven workflows.

• Capability to clearly communicate technical processes to non-technical users.

• Precise, friendly, and articulate German language skills for explaining intricate occupational pension subjects.

• Experience with Jira tickets, phone support, or user guides is a plus.

🏝️ Benefits

• 30 days of vacation.

• Remote work or fully remote option available.

• Employer contribution to occupational pension provision.

• Company-sponsored supplementary health insurance.

• Company bike leasing.

• Corporate benefits.

• Meal allowance.

• Subsidized Deutschlandticket.

• Opportunities for workations.

• Assistance in challenging life situations through external counseling partners.

• Customized onboarding experience.

• Opportunities to enhance processes, documentation, and products.

• Close, collaborative teamwork with the Support team and the entire epension team.

• Access to the Hypoport network for professional and personal exchanges.