Application & Technical Support
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Job Description
Application & Technical Support für epensions B2B-SaaS-Plattform im Versicherungs- und HR-Umfeld. Betreuung von Nutzer:innen, Ursachenanalyse und Weiterentwicklung von Supportprozessen und Wissensmanagement.
Responsibilities:
- Support HR managers and brokers with questions about the portals
- Review information and decide whether requests can be resolved by Support or should be escalated to experts in other squads
- Develop tailored solutions suited to each situation
- Take on more complex cases as your experience grows
- Analyze CSV import issues and permission assignments
- Analyze recurring questions and provide structured feedback to Development and Product
- Simplify portal processes and reduce ticket volumes over the long term
- Organize documentation in Confluence
- Create audience-specific guides and short screencasts
- Use modern tools, including AI, to improve knowledge management
- Support training sessions, launches, webinars, and other enablement formats
- Optimize support workflows in collaboration with the team lead
- Independently implement improvements to enhance the user experience
Requirements:
- Professional experience in an IT support or service role
- Demonstrated experience implementing your own ideas or process improvements
- Technical affinity
- Willingness to practically apply new ways of working and tools such as screencasts and AI-supported workflows
- Ability to explain technical processes clearly to non-technical audiences
- Precise, friendly, and clear written and spoken German skills
- Willingness to familiarize yourself with a complex B2B SaaS platform and various portal environments
Benefits:
- 30 days of vacation
- Remote work
- Employer contribution to occupational pension plans
- Company supplementary health insurance
- Company bicycle leasing
- Corporate benefits
- Meal allowance
- Subsidized Deutschlandticket
- Workation opportunities
- Support in challenging life situations through external counseling partners
- Access to the Hypoport network for professional and personal exchange
- Scope for process, documentation, and product improvement initiatives
- Onboarding tailored to you
- Close collaboration on an equal footing
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