Technical Business Analyst – Customer Support

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

📋 Description

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

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

• You oversee compliance with agreed Service Level Agreements (SLAs) and guarantee timely, prioritized handling of requests.

• You prepare tickets in a structured format for 3rd-level support, facilitating efficient problem resolution by supplying complete and traceable information.

• You maintain proactive and transparent communication with our customers, providing continuous updates on the current status of processing.

• You organize and lead regular meetings with our customers to discuss open tickets, service quality, and potential areas for improvement.

⛳️ Requirements

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

• Relevant professional experience in IT support or within an application environment is required.

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

• Knowledge of JSON and XML, with ideally some experience in analyzing log files and executing simple SQL SELECT queries.

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

• A keen technical curiosity, particularly with low-code platforms, along with a structured, analytical, and solution-oriented approach to work.

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

🏝️ Benefits

• 30 days of annual leave.

• Option for unpaid leave.

• Guaranteed special leave on New Year’s Eve.

• Opportunities for training and development.

• TicketPlusCard with a monthly allowance.

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

• Employer-funded support fund.

• JobRad (company bike leasing).

• Group accident insurance.

• Location-based team events.

• Corporate Benefits offering employee discounts.

• Flexible working hours, with core service hours for this role from 08:00 to 17:00.