Technical Business Analyst – Customer Service

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

📋 Description

• You will deliver professional assistance to our external clients in both 1st and 2nd-level support, ensuring a high standard of service and solution quality.

• You will systematically analyze and categorize incoming requests, conduct thorough initial assessments, and accurately document all pertinent information in our ticketing system.

• You will monitor established Service Level Agreements (SLAs) and guarantee timely and prioritized responses.

• You will prepare tickets in an organized manner for 3rd-level support, facilitating efficient problem resolution through comprehensive and traceable information transfer.

• You will maintain proactive and transparent communication with our customers, providing ongoing updates about the current status of their requests.

• You will coordinate and lead regular meetings with our clients concerning open tickets, service quality, and potential areas for improvement.

⛳️ Requirements

• A degree (e.g., Business Informatics, Business Administration with an IT focus) or IT-related vocational training, or a comparable qualification with a strong affinity for software products.

• Required professional experience in IT support or application environments.

• Familiarity with web and portal solutions along with a solid technical understanding of digital applications.

• Proficient in JSON and XML, with ideally some experience in log file analysis and executing basic SQL SELECT queries.

• Practical experience in direct customer interaction, preferably within a banking environment or another regulated industry.

• A strong technical curiosity, such as experience with low-code platforms, combined with a structured, analytical, and solution-oriented approach to work.

• A proactive, team-oriented individual with a strong service mindset and excellent German (C1) and English (B1) language skills.

🏝️ Benefits

• 30 days of annual leave.

• Option for unpaid leave.

• Special leave on New Year's Eve is guaranteed.

• Opportunities for training and development.

• TicketPlusCard with monthly credit.

• Company pension plan with a 20% employer contribution to direct insurance.

• Employer-funded support fund.

• JobRad leasing program (bike leasing).

• Group accident insurance.

• On-site team events.

• Corporate Benefits offering employee discounts.

• Flexible working hours (service hours for this position: 08:00–17:00).