You provide professional support to our external clients in 1st and 2nd level support and ensure high service and solution quality
You analyze and categorize incoming requests in a structured manner, 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 way for 3rd level support and ensure efficient resolution by providing complete and traceable information transfer
You communicate proactively and transparently with our clients and ensure continuous updates on the current processing status
You plan and facilitate regular coordination meetings with our clients regarding open tickets, service quality, and potential improvements

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 good technical understanding of digital applications
Knowledge of JSON and XML, and ideally experience analyzing log files and performing basic 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, as well as a structured, analytical, and solution-oriented approach to work
Proactive, team-oriented personality with a strong service orientation and very good German and English language skills

IT Application Support Specialist – m/f/d

Key skills