Support Agent – Technical Customer Support

About the role

We are looking for a Support Agent to provide day‑to‑day technical assistance for customer‑facing issues within the Digital Extras landscape. The role involves analysing, prioritising, tracking and resolving support tickets while ensuring clear communication with customers and internal teams.

Key responsibilities

• Analyse, prioritise and resolve customer support tickets, providing timely feedback.
• Diagnose issues, research solutions or work‑arounds, and perform fault rectification.
• Track incidents, problems and changes from start to finish.
• Create and maintain support use cases, documentation and knowledge base articles.
• Escalate complex or unclear cases following the Service Operation Support coordination model.
• Identify recurring error patterns and contribute suggestions for continuous improvement.
• Assist in hardware and software evaluations and recommend upgrades.
• Participate in daily, bi‑weekly and ad‑hoc sessions to present complex cases.

Required profile

• Bachelor’s degree in IT, Computer Science, IT Engineering, Business Informatics or Mathematics (preferred).
• Fluent English (B2‑C1) mandatory; German and other languages are a plus.

Required skills

• Ticket lifecycle management and ITIL‑aligned incident, problem and change handling.
• Proficiency with ticketing tools such as ServiceNow or equivalent.
• Experience with knowledge‑base platforms like Confluence.
• Strong troubleshooting skills across application, data and environment layers.
• Basic system engineering abilities for handling complex cases.
• Hardware and software evaluation experience.