Technical Support Specialist (m/f/d)

cisbox GmbH; Solingen; Hybrid; EUR 42,000 - 54,000; Full time

Job summary

cisbox GmbH is seeking an IT support specialist to help customers in a dynamic team, handling inquiries via ticketing, email and phone. You will support Level 1 and 2 requests for our SaaS/FinTech products, diagnose interface issues, and assist with configuration.

Ideal candidates will have IT training or a related degree, experience with Jira and REST APIs, and strong German and English communication skills. Join a collaborative team and grow with us in a hybrid work setup.

Qualifications

• Completed vocational training or a degree in the IT field or comparable practical experience.
• Proficiency with ticketing systems and basic knowledge of interface technologies.

Responsibilities

• Receiving, analyzing, and resolving technical customer inquiries via ticket system, email, and phone.
• Independently handling Level 1 and Level 2 support requests for products (procure-to-pay or banking solutions).
• Diagnosis and resolution of interface issues and assistance with system configuration.
• Documenting solutions in the knowledge base to improve the support process.
• Collaborating with development, customer success, and onboarding teams to escalate complex cases.
• Proactive communication with customers regarding progress on solutions and system updates.
• Contributing to the development of support processes and internal tools.

Skills

Analytical thinking

Structured work

Problem solving

Customer focus

German/English fluency

SaaS/FinTech experience

Education

Vocational IT training

IT-related degree

Tools

Jira

REST APIs

XML

JSON

Job description

Permanent position, full-time or part-time

Are you an IT enthusiast with a knack for providing top-notch customer service? If you enjoy solving problems, interacting with customers, and working in a dynamic team, then you've come to the right place.

YOUR ROLE

• Receiving, analyzing, and resolving technical customer inquiries via the ticket system, email, and phone
• Independently handling Level 1 and Level 2 support requests for our products (with a focus on procure-to-pay or banking solutions)
• Diagnosis and resolution of interface issues, as well as assistance with system configuration
• Documenting solutions in the knowledge base to continuously improve the support process
• Close collaboration with the development, customer success, and onboarding teams to quickly **es**calate complex cases
• Proactive communication with customers regarding progress on solutions and system updates
• Contribute to the further development of support processes and internal tools

WHAT YOU BRING

• Completed vocational training or a degree in the IT field (e.g., IT specialist, business informatics) or comparable practical experience
• Initial professional experience in technical customer support, ideally in the SaaS or FinTech sector
• Proficiency in using ticketing systems (e.g., Jira) and basic knowledge of interface technologies (REST APIs, XML, JSON)
• Analytical thinking and a structured approach to work
• Problem-solving skills: You have the ability to systematically analyze problems and find creative solutions.
• Customer focus and communication skills: You can communicate effectively with customers, understand their needs, and respond appropriately. You can also explain complex technical concepts in a way that is easy to understand.
• Business fluent in German and English

Why us? It's simple!

Varied activities

International team

Further training and language courses

Great connection to public transport

Fixed days for home office

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