Remote 2nd-Level E-Banking Support Specialist

Jobgether; Belgique; Remote; EUR 34,000 - 55,000; Part time

Benefits offered by this job

Fully Remote Work

Freelance Opportunity

International Work Environment

Technical Exposure

Professional Development

Cross-functional Collaboration

Process Improvement

Immediate Availability

Job summary

Jobgether is seeking an i2nd Level Supporter - E-banking based in Belgium to provide advanced technical support for digital banking services. You will investigate and resolve incidents, work with internal teams and vendors, and communicate with customers in German and French.

The role is remote freelance, offering flexibility and collaboration with a global team. You will contribute to process improvements and documentation while ensuring SLAs are met.

Qualifications

• Several years of experience in technical customer support, ideally in a second-level support role.
• Strong knowledge of hardware and operating systems, including Windows, macOS, iOS, and Android.
• Good to very good understanding of IT security, IAM technologies, 2FA/MFA, and directory services.
• Good knowledge of antivirus software, firewalls, and networking technologies, including LAN/WLAN, TCP/IP, routers, and modems.
• Experience with structured troubleshooting, log analysis, remote-support tools, and ticketing systems.
• Familiarity with various products and services offered by internet service providers.
• Strong customer orientation and communication skills, including the ability to handle demanding customer situations professionally.
• Ability to work independently, systematically, and accurately while managing multiple support requests.
• Strong teamwork, resilience, flexibility, and willingness to continuously learn and develop technical expertise.
• Very good command of both German and French.
• Knowledge of Italian and English is considered an advantage.

Responsibilities

• Provide second-level technical support for digital banking services.
• Analyze, troubleshoot, isolate, and resolve technical incidents affecting banking applications and related services.
• Manage incident and problem tickets, ensuring timely follow-up and resolution.
• Provide telephone-based customer assistance in both German and French.
• Handle support requests through telephone, email, and remote-access tools while adhering to SLAs.
• Prioritize, classify, and coordinate incidents according to urgency and technical complexity.
• Escalate unresolved or complex issues to internal specialist teams or third-level support when necessary.
• Collaborate with internal departments, technology vendors, and internet service providers to identify and implement solutions.
• Maintain accurate documentation of support cases, investigations, troubleshooting steps, and resolutions.
• Contribute to continuous improvement of support processes, workflows, and technical tools.

Skills

Second-level support

Technical troubleshooting

German language

French language

OS knowledge

IT security

Networking basics

Remote ticketing tools

Customer communication

Independent work

Team collaboration

Tools

Remote access tools

Job description

Jobgether is seeking an i2nd Level Supporter - E-banking based in Belgium to provide advanced technical support for digital banking services. You will investigate and resolve incidents, work with internal teams and vendors, and communicate with customers in German and French.

The role is remote freelance, offering flexibility and collaboration with a global team. You will contribute to process improvements and documentation while ensuring SLAs are met.