Software Support Engineer - Level 1 (m/w/d)

Monitor the support ticket system and mailbox for tickets and triage them appropriately for direct Level 1 or Level 2 action or escalation to Level 3 while meeting the SLA commitments;...

iGrafx is a leading international provider of Business Process Management (BPM) solutions. Our software suite and consulting services have been helping companies to optimize their processes in a controlled, centralized and team-oriented manner across functional and local boundaries for more than 30 years. To strengthen our support team in Munich we are urgently looking for a

Job Type

Full time / Permanent

Munich, Bavaria

Responsibilities:

• Monitor the support ticket system and mailbox for tickets and triage them appropriately for direct Level 1 or Level 2 action or escalation to Level 3 while meeting the SLA commitments.
• Effective communication with customers directly to reach a support resolution with a high EQ.
• Troubleshoot and provide resolutions to customers by consulting with them on their technical environment in order to test out the issue scenarios and suggest work arounds or fixes.
• Create and maintain the publicly available iGrafx Knowledge Base articles
• Work closely and communicate well with the team to brainstorm ideas, create/meet deadlines, and drive tasks to completion.

Your Profile:

• Bachelor’s Degree preferred in business or technical fields, but other areas considered.
• Fluent/Proficient in German & English. French Fluency / Proficiency is a plus
• Strong sense of ownership
• High technical adaptability
• Strong communication abilities in both written and verbal
• Ability to breakdown complex issues to work towards a resolution
• Entry Level skills in 2 or more of the following areas:
• SQL Query building
• VB/VBA, C/C#/C++, Java, or JavaScript
• Active Directory/LDAP
• SAML/SSO/SSL
• Apache Tomcat
• Azure-based technologies
• Process diagramming

We Offer

• An international working environment
• The possibility to actively participate in the development of the company
• Very good public transport connections as well as JobRad bicycle leasing
• Flat hierarchies with open communication, fun at work and joint team events
• Hybrid working model

Are you interested?

Then we are looking forward to receive your detailed application, stating your earliest possible starting date and your salary expectations, by e-mail to: Ms Elma Ismeier, Office Manager/CAS EMEA, E-Mail: [email protected], Telephone: +49 8131 3175 0