Technical Customer Support Representative

Jobtailor; Karlsruhe; Vor Ort; EUR 52.000 - 78.000; Vollzeit

Zusammenfassung

Jobtailor in Karlsruhe seeks an IT Service/Support specialist to analyze, process and resolve technical inquiries from customers in software deployment. You will coordinate 1st level incidents with CRSOBR and CRSICM and ensure SLA compliance.

Familiarity with Jira, Confluence, Agree21 ITSM, OSA, and knowledge databases is required. German at C1 and English at B2 are expected; ITIL knowledge is preferred. A customer-focused, independent, and team-spirited professional will thrive in this role.

Qualifikationen

• Degree in computer science or business administration or equivalent.
• Several years of relevant professional experience in IT support or service management.
• Ideally ITIL knowledge and familiarity with listed tools.

Aufgaben

• Analyze, process and resolve technical inquiries from customers in software deployment.
• Create qualified tickets for out-of-area resolutions and escalate when needed.
• Ensure SLA compliance and initiate escalations to resolve issues.
• Handle and coordinate 1st level incidents with CRSOBR and CRSICM.
• Use Jira, Confluence, agree21 ITSM and knowledge databases in daily work.

Kenntnisse

Technical Inquiry Resolution

Incident Management

ITIL Knowledge

Customer Orientation

German C1 Communication

Ausbildung

Degree in Computer Science

IT-related Vocational Qualification

Tools

Jira

Confluence

Agree21 ITSM

Online Status Applications

Knowledge Databases

Jobbeschreibung

• You analyze, process and resolve technical inquiries from our customers ("VR banks, market and outsourcing clients"), especially in the area of software deployment.
• For problem resolutions that need to be handled outside your area, you create qualified tickets and hand them over to the affected business or service units.
• You ensure compliance with customer support service-level agreements and, if necessary, initiate escalations involving all areas required to resolve the issue.
• You are responsible for handling and coordinating 1st level incidents in collaboration with CRSOBR (Operations Bridge) and CRSICM (Incident and Complaint Management).
• You work, among other tools, with knowledge databases, Online Status Applications (OSA), agree21 ITSM, Jira, Confluence and plainGPT.

Requirements

• You have a degree in computer science or business administration — alternatively a banking or IT-related vocational qualification — and bring several years of relevant professional experience.
• Ideally you already have basic ITIL knowledge and are familiar with applications such as SSMP, Bomgar, AGAVE, SAGA, FSV and agree21ITSM.
• You communicate confidently in German at C1 level and also have good English skills at B2 level.
• Agility and artificial intelligence are more than buzzwords to you – you understand their relevance and want to actively apply them in practice.
• Your profile is rounded off by a strong customer orientation, an independent and structured way of working, and a high degree of team spirit.

Core Competencies

Demonstrates expertise in technical inquiry resolution, incident management, and customer support compliance, with a strong foundation in ITIL principles and proficiency in relevant software tools. Possesses advanced communication skills in German and English, complemented by a customer-oriented and structured approach to work.

Highest-signal resume keywords

• Technical Inquiry Resolution
• Incident Management
• ITIL Knowledge
• Customer Orientation
• German C1 Communication

ATS Optimization Keywords

Hard Skills

• Software Deployment
• Incident Management
• ITIL
• Agility
• Artificial Intelligence

Soft Skills

• Customer Orientation
• Independent Working
• Structured Approach
• Team Spirit

Industry Keywords

• Banking
• IT-related Vocational Qualification
• Service-Level Agreements
• 1st Level Incidents
• CRSOBR
• CRSICM

Tools & Technologies

• Jira
• Confluence
• Agree21 ITSM
• Online Status Applications (OSA)
• Knowledge Databases