Description
• Perform first analysis of trouble tickets, including review for completion, attempt to reproduce and provide initial response to requester• Classify tickets according to severity, urgency and topic and assign them to the appropriate team
• Coordinate completion of trouble tickets within all teams of Division Issuing in a timely manner to meet SLAs
• Ensure that team members follow best practices when using the ticket tracking system
• Recognize patterns in tickets which could indicate a broader issue and bring this to the attention of the application teams
• Remain well-informed of new features, release cycles, and dependencies between the systems in Division Issuing
• Support B2B customers during both implementation and live phases
Your profile
• Bachelor's degree (or equivalent), preferably in Information Systems or a related field, or several years of equivalent work experience
• Experience in understanding the needs of customers (service oriented) and the ability to communicate clearly and professionally, by telephone and in written form
• Ability to grasp complex dependencies between multiple systems and make decisions accordingly
• Ability to understand new topics quickly and to communicate efficiently
• Excellent communication skills in both German and English are required
• Self-motivated and able to think independently
• Ability to work successfully in a Team
This is what we offer
• Challenging and diverse tasks with scope for introducing your own ideas and experience
• An excellent working atmosphere in a highly-motivated and successful team with an international company culture
• Further professional and personal development at one of the world's leading providers of payment processing
• An attractive salary as well as long-term prospects and a chance for promotion in a successful company that is growing strongly
• A modern workplace with additional company benefits such as a canteen, fitness area, incentives and staff events
Become part of our success story. Become part of a highly qualified team, united by a vision: to make payment happen.