2nd Level Supporter: E-banking

Project overview

For our client in Zurich, we are looking for a customer-oriented and technically adept 2nd Level Supporter for 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 disruptions. You will work closely with internal departments and external partners and contribute to the continuous improvement of support processes.

Responsibilities

• Ensuring technical second-level support for digital services and e-banking platforms
• Analyzing, isolating, and resolving technical disruptions, as well as processing incident and problem tickets
• Providing telephone support and assistance to customers in German and French
• Processing support requests via telephone, email, and remote access in compliance with defined processes and SLAs
• Prioritizing, classifying, and coordinating incidents, as well as escalating them to internal departments or third-level support
• Collaborating with internal specialist departments, manufacturers, and internet providers to find solutions
• Documenting support cases, error analyses, and solution approaches
• Actively participating in the further development and optimization of support processes and tools

Requirements

• Several years of experience in technical customer support, ideally in 2nd level support
• Sound 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 using 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 meticulous way of working, team player, resilience, and a high willingness to learn and flexibility
• Very good German and French skills; Italian and English are an advantage

Project details

• Start: flexible
• Remote: remote
• Location: Zürich, DE
• Languages: German