Support Analyst

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

📋 Description

• Conducting investigations, offering initial resolutions for, and following up on incidents

• Managing incoming tickets by utilizing the knowledge base

• Prioritizing and escalating tickets to Second-Level Support as necessary

• Developing and enhancing the knowledge base

• Delivering solutions and updates to relevant parties

• Analyzing service requests by connecting to customer systems

• Engaging with customers and performing structured troubleshooting

⛳️ Requirements

• Completed training as an IT Specialist (m/f/d), a related qualification, or relevant initial work experience

• Proficient in Windows and Microsoft Office applications

• Familiarity with Jira is preferred

• Strong analytical skills and a solution-oriented mindset

• Customer-centric attitude with a passion for direct customer interaction

• Friendly team player who maintains composure in challenging situations

• Proficiency in German at least at the C1 level

• Proficiency in English at least at the B1 level

🏝️ Benefits

• Flexible working hours and hybrid work arrangements

• 30 days of paid vacation, in addition to extra days off on December 24 and 31 and for special occasions

• Access to various training and professional development opportunities

• Financial perks, including a company pension plan, Corporate Benefits, and capital-forming benefits

• Monthly tax-free benefit of €50 through Probonio, usable for shopping, fuel, or leisure activities

• Employee discounts available

• Company health initiatives, including a mental health support program and bike leasing options

• A commitment to creating a positive working environment and culture