Digital Channels and Support Analyst

vor 2 Wochen

Wien, Österreich BAWAG Vollzeit

**WHY WORK FOR US?**
- 80% Remote work model. Based in Austria (Germany also possible). 20% is onsite in Vienna.
- Diverse international team but with the scale of a Bank. Think Startup in terms of team skills, but Bank in terms of scale of our projects.
- We recently improved our app rating to 4.5+ on iOS in the last year - join a team that is continuously improving and passionate about what we do.
- Work in an environment that nurtures and values independence (within a team framework).
- Gain experience in how Mobile Banking and technical Customer Suport.
- Learn about (or improve) JIRA and considerations for supporting large scale enterprise apps. Contribute to an app used by 100’s of thousands of customers.
- Experience working in cross-functional teams in modern ways of work.
- Have buy-in and support from senior leadership that support developer ideas and improvements.

**YOUR RESPONSIBILITIES**
- Handle 2nd level support requests related to our mobile apps and eBanking.
- Investigate problem cases using database queries, log file analysis and administration tools.
- After the initial investigation, escalate the issue to the right development team or provide a solution to the service center to share with the customer.
- Running of Database queries.
- Using log analysis tools such as Kibana.
- Operating inhouse adminsitration tools.
- You will work closely with the product owner, business analysts and developers to investigate common cases.
- Identify common problem patterns and recommend improvements to the product owner.
- Creation of templates for answers to common problems.
- Work with our website team to improve our FAQs.
- Take your own initiative to work with experienced business analysts to improve the way we work.

**YOUR PROFILE**
What we are looking for:

- At least 2 years professional experience in technical support role or similar.
- Good experience working in JIRA or similar ticketing tool.
- Passionate about digital channels such as mobile apps or websites.
- Fluent in English (B2 level).
- Beneficial: German language skills.

About you:

- You have either successfully completed education in a technical direction (at least 6 months) OR you are a self-taught guru with proven experience.
- You are analytical and structured with high attention to detail.
- You have experience in JIRA, SQL, LOG files.
- You get along well within a team context.
- You like to investigate and solve problems.

**WE OFFER**
- Prime office locations with an open and nurturing corporate culture
- Active participation in the transformation of an agile and digital company
- Flexible worktime models, vast career opportunities, training and development, various attractive social benefits

We guarantee a competitive salary dependent on your professional and personal qualifications, starting at € 39.742,78 gross per year for this position, in accordance with the respective collective agreement. Salary requests above this amount will be considered depending on your previous experience and qualifications.

Job Reference: BAT00870

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