Junior Ailance Application Support Specialist (m/w/d)

We develop a modern SaaS platform for data protection, governance, risk and compliance with Ailance. Our customers use Ailance to make complex processes, data, workflows, evidence and reports manageable in their daily routine.

We are looking for a structured, communicative and technically interested person who supports our customers in their daily dealings with Ailance. You will be the first point of contact for support requests, analyze problems carefully, help with standard questions and grow step by step deeper into our platform, configuration and support processes.

This role is suitable for you if you want to understand software, like working with customers and don't just pass on problems but categorize them, document them and solve them in a solution-oriented manner. You will grow step by step deeper into the product, configuration and solution logic.

Aufgaben

You process support requests from our customers via tickets, email and phone and ensure that concerns are quickly, friendly and comprehensible clarified.

You take on questions structuredly, ask the right follow-up questions, prioritize cases and document all important information carefully in the ticket system.

You support customers with typical application topics around Ailance, for example user questions, roles and authorizations, forms, views, workflows, reports, documents and basic settings.

You reproduce reported problems, test whether it's about usage issues, configuration topics, technical errors or possible bugs, and prepare more complex cases for the Solution Builder-, Product- or Development team.

After onboarding, you will take on simple configuration and analysis tasks yourself and help document recurring questions in FAQs, knowledge articles and internal support guidelines.

You work closely with Solution Builders, Product Management and Development together and support during tests, release preparations and hypercare phases after customer introductions.

Qualifikation

You have a completed education, study or first practical experience in the field of IT, software, SaaS, customer service, computer science, business informatics, data protection, compliance or application support.

Newcomers are also welcome if you work structuredly, learn quickly and can clearly explain technical relationships.

You don't need programming experience. Important are analytical thinking, careful documentation, service orientation and the ability to categorize problems calmly and systematically.

First knowledge of web applications, ticket systems, Microsoft 365, role/right concepts, data structures, workflows or SaaS products is helpful.

You communicate securely in German and can also understand and process English customer requests or internal technical information.

You work reliably, ask when something is unclear, and have a desire to really understand Ailance step by step.

Benefits

• You will work on a modern SaaS platform in a growing company with its own product development.
• You will receive an intensive onboarding into Ailance, support processes, data protection, governance and integrated risk management.
• You have clear development opportunities from Application Support to 2nd Level Support, Product Support or Solution Building.
• You can expect 30 vacation days, mobile working after onboarding, a modern workplace in Bonn, high-quality IT equipment and a strong team with short decision-making paths.
• In addition, we offer an attractive remuneration package with perspective, occupational pension, job ticket, monthly €50-Aral-Supercard and regular team events.

If you don't just want to use software but really understand it, you're in the right place. We are looking for someone who takes customer requests seriously, thinks carefully and with us builds a professional SaaS support for Ailance further.

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