Technical Business Analyst – Customer Support
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Job Description
Technical Business Analyst providing 1st and 2nd level customer support at CREALOGIX in Germany. Collaborating with clients and driving improvements in support processes.
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 document all relevant information precisely in our ticketing system
- You monitor agreed Service Level Agreements (SLAs) and ensure timely and prioritized handling
- You prepare tickets in a structured manner for 3rd-level support and ensure efficient problem resolution by providing complete and traceable information
- 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 improvement
Requirements:
- University degree (e.g., Business Informatics, Business Administration with an IT focus) or an IT-related vocational qualification — alternatively a comparable qualification with a strong affinity for software products
- Professional experience in IT support or an application environment required
- Experience with web and portal solutions and a good technical understanding of digital applications
- Knowledge of JSON and XML and ideally experience analyzing log files and simple SQL SELECT queries
- Practical experience in direct customer contact, ideally in the banking sector or another regulated environment
- Technical curiosity, e.g., working with low-code platforms, and a structured, analytical, solution-oriented way of working
- 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 a monthly credit
- Company pension scheme (20% employer contribution to direct insurance)
- Employer-funded support fund
- JobRad (company bike leasing)
- Group accident insurance
- Location-based team events
- Corporate Benefits (employee discounts)
- Flexible working hours (core service hours for this role: 08:00–17:00)
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