2nd Level Supporter:in - E-banking

For our client in Zurich, we are looking for a customer-oriented and technically savvy 2nd Level Supporter:in - E-banking.

In this role, you will be responsible for the technical second-level support of digital banking services and will assist customers with technical questions and issues. You will work closely with internal departments and external partners and contribute to the continuous improvement of support processes.

Your Responsibilities:

• Ensuring technical second-level support for digital services and e-banking platforms
• Analysis, containment, and resolution of technical issues, as well as processing of incident and problem tickets
• Telephone support and assistance for customers in German and French
• Processing of support requests via telephone, email, and remote access in compliance with defined processes and SLAs
• Prioritization, classification, and coordination of incidents, as well as escalation to internal departments or third-level support
• Collaboration with internal specialist departments, manufacturers, and internet providers for problem-solving
• Documentation of support cases, error analyses, and solution approaches
• Active participation in the further development and optimization of support processes and tools

Your Profile:

• Several years of experience in technical customer support, ideally in 2nd level support
• In-depth knowledge of hardware, Windows, macOS, iOS, and Android
• Good to very good knowledge of IT security, IAM technologies, 2FA/MFA, and directory services
• Good knowledge of antivirus software, firewalls, and network technology (LAN/WLAN, TCP/IP, routers/modems)
• Experience in structured error analysis, working with logs, and with remote support and ticketing systems
• Knowledge of various products and services from internet providers
• Strong customer orientation, excellent communication skills, and confident handling of demanding customers
• Independent, structured, and diligent way of working, team spirit, resilience, as well as a high willingness to learn and flexibility
• Very good German and French skills; Italian and English advantageous

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