Technical Business Analyst – Customer Service
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Job Description
Technical Business Analyst managing 1st and 2nd level customer support at CREALOGIX. Driving support process improvements and ensuring high service quality for clients in financial technology.
Responsibilities:
- You provide professional support to our external customers in 1st- and 2nd-level support and ensure high service and solution quality
- You analyze and categorize incoming requests in a structured way, perform qualified initial analyses, and precisely document all relevant information in our ticketing system
- You monitor agreed Service Level Agreements (SLAs) and ensure timely and prioritized handling
- You prepare tickets in a structured way for 3rd-level support and ensure efficient problem resolution through complete and traceable information handover
- You communicate proactively and transparently with our customers, ensuring continuous updates on the current processing status
- You plan and moderate regular meetings with our customers regarding open tickets, service quality, and opportunities for optimization
Requirements:
- Degree (e.g., Business Informatics, Business Administration with an IT focus) or IT-related vocational training — alternatively a comparable qualification with a strong affinity for software products
- Professional experience in IT support or application environments required
- Experience with web and portal solutions and a solid technical understanding of digital applications
- Knowledge of JSON and XML and ideally experience analyzing log files and performing basic SQL SELECT queries
- Hands-on experience in direct customer contact, ideally in a banking environment or other regulated sector
- Technical curiosity, e.g., experience with low-code platforms, and a structured, analytical, and solution-oriented working style
- Proactive, team-oriented personality with strong service orientation and very good German (C1) and English (B1) skills
Benefits:
- 30 days of annual leave
- Option for unpaid leave
- Plus guaranteed special leave on New Year's Eve
- Training and development opportunities
- TicketPlusCard with monthly credit
- Company pension plan (20% employer contribution to direct insurance)
- Employer-funded support fund
- JobRad leasing (bike leasing program)
- Group accident insurance
- On-site team events
- Corporate Benefits (employee discounts)
- Flexible working hours (service hours for this position: 08:00–17:00)
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