Senior Service Desk Analyst (SaaS)

Формат работы

hybrid

Тип работы

fulltime

Грейд

senior

Английский

Страна

Germany

Описание вакансии

Текст:

TL;DR

Senior Service Desk Analyst (SaaS): Managing incoming customer support cases and technical inquiries for a digital identity platform with an accent on pre-analysis, prioritization, and cross-team collaboration. Focus on optimizing issue resolution workflows using AI-powered tools and ensuring high-quality service in a regulated environment.

Location: Must be based in Munich, Germany (Hybrid role).

Company

hirify.global is a European leader in digital identity and fraud prevention, providing AI-driven, SaaS-based solutions for secure customer journeys across various regulated industries.

What you will do

Serve as the primary point of contact for customers reaching out to the Service Desk.
Prefilter, prioritize, and group incoming support cases to improve resolution times.
Analyze technical issues and correlate information to provide meaningful solutions.
Utilize AI-powered tools and internal knowledge systems to maximize support efficiency.
Provide accurate status updates to internal stakeholders and collaborators.
Collaborate with Customer Success, Product, and Technology teams to resolve complex issues.

Requirements

Must be based in Munich, Germany.
Experience in customer-facing roles within B2C software, SaaS, or enterprise technology.
Strong background in customer support or service desk operations.
Understanding of regulated industries such as Financial Services, Compliance, or GDPR.
Excellent communication skills in English.
Ability to prioritize tasks effectively with a high sense of urgency.