Application & Technical Support
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Job Description
Application & Technical Support für epensions B2B-SaaS-Portale im Versicherungs- und HR-Umfeld. Nutzer:innen unterstützen, Ursachen analysieren und Supportprozesse sowie Dokumentation verbessern.
Responsibilities:
- Support HR managers and brokers with questions about the portals
- Review information and determine whether issues can be resolved by Support or need to be escalated to experts in other squads
- Develop tailored solutions
- Take ownership of and analyze more complex cases, including CSV employee imports and permissions assignments
- Analyze recurring questions and provide structured feedback to Development and Product teams
- Identify and resolve root causes to simplify portal processes and reduce ticket volumes
- Organize documentation in Confluence
- Create audience-appropriate guides and short screencasts
- Use modern tools, including AI, to improve knowledge discoverability
- Support training sessions, launches, webinars, and enablement programs
- Optimize support processes together with the team lead
- Independently implement ideas to improve the user experience
- Provide operational support during service hours from 9:00 a.m. to 4:00 p.m.
Requirements:
- Experience in an IT support or service role
- Proven track record of implementing own ideas or process improvements
- Strong technical affinity
- Willingness to actively use new ways of working and tools, including screencasts and AI-powered workflows
- Ability to explain technical processes clearly to non-technical users
- Precise, friendly, and clear German language skills for explaining complex occupational pension topics
- Experience working with Jira tickets, phone support, or user guides is an advantage
Benefits:
- 30 days of vacation
- Remote work / fully remote option
- Employer contribution to occupational pension provision
- Company-sponsored supplementary health insurance
- Company bike leasing
- Corporate benefits
- Meal allowance
- Subsidized Deutschlandticket
- Workation opportunities
- Support in challenging life situations through external counseling partners
- Tailored onboarding
- Scope to improve processes, documentation, and products
- Close, collaborative cooperation on an equal footing with the Support team and the entire epension team
- Access to the Hypoport network for professional and personal exchange
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