i2nd Level Supporter - E-banking

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an i2nd Level Supporter - E-banking based in Mexico.** As an i2nd Level Supporter - E-banking, you will play a key role in maintaining the reliability and performance of digital banking services. You will provide advanced technical support to customers, investigating and resolving issues affecting e-banking platforms and related digital services. Working closely with internal technical teams and external service providers, you will ensure incidents are handled efficiently and in accordance with established service standards. You will manage complex support requests, perform structured troubleshooting, and coordinate escalations when specialized expertise is required. Through direct customer interactions in German and French, you will deliver clear guidance and reliable technical assistance. You will also contribute to improving support processes, documentation, and tools to enhance service quality and operational efficiency. This remote freelance opportunity is suited to a technically skilled, customer-oriented professional who thrives in a collaborative and fast-paced IT support environment. ### Accountabilities In this role, you will oversee second-level technical support for digital banking services, ensuring that customer issues are investigated and resolved effectively. Your responsibilities will include: - Provide technical second-level support for digital services and e-banking platforms. - Analyze, troubleshoot, isolate, and resolve technical incidents affecting banking applications and related services. - Manage incident and problem tickets, ensuring timely follow-up and resolution. - Provide telephone-based customer assistance in both German and French. - Handle support requests through telephone, email, and remote-access tools while adhering to established processes and service-level agreements (SLAs). - Prioritize, classify, and coordinate incidents according to their urgency and technical complexity. - Escalate unresolved or complex issues to internal specialist teams or third-level support when necessary. - Collaborate with internal departments, technology vendors, and internet service providers to identify and implement appropriate solutions. - Maintain accurate documentation of support cases, technical investigations, troubleshooting steps, and resolutions. - Contribute to the continuous improvement of support processes, workflows, and technical tools. ### **Requirements** The ideal candidate combines solid technical troubleshooting expertise with strong customer service skills and the ability to manage complex support situations independently. The following qualifications and competencies are expected: - Several years of experience in technical customer support, ideally in a second-level support role. - Strong knowledge of hardware and operating systems, including Windows, macOS, iOS, and Android. - Good to very good understanding of IT security, Identity and Access Management (IAM) technologies, two-factor and multi-factor authentication (2FA/MFA), and directory services. - Good knowledge of antivirus software, firewalls, and networking technologies, including LAN/WLAN, TCP/IP, routers, and modems. - Experience with structured troubleshooting, log analysis, remote-support tools, and ticketing systems. - Familiarity with various products and services offered by internet service providers. - Strong customer orientation and communication skills, including the ability to handle demanding customer situations professionally. - Ability to work independently, systematically, and accurately while managing multiple support requests. - Strong teamwork, resilience, flexibility, and willingness to continuously learn and develop technical expertise. - Very good command of both German and French. - Knowledge of Italian and English is considered an advantage. ### **Benefits** - **Fully Remote Work:** Work remotely from anywhere in the world. - **Freelance Opportunity:** Independent contractor engagement offering a flexible professional arrangement. - **International Work Environment:** Collaborate with internal specialists and external technology partners. - **Technical Exposure:** Work with digital banking platforms, IT security technologies, identity management solutions, and modern support tools. - **Professional Development:** Strengthen your technical troubleshooting, incident management, and customer support expertise. - **Cross-functional Collaboration:** Work alongside different technical teams and service providers to solve complex issues. - **Process Improvement:** Contribute directly to the optimization of support workflows, tools, and service quality. - **Immediate Availability:** The assignment is expected to start as soon as possible.