About Company
Are you a problem-solver passionate about empowering users through technology? Career.zycto seeks a dedicated Software Support Analyst to join our vibrant team in Ingolstadt. We are a dynamic force in the software industry, specializing in innovative solutions that streamline business operations for clients worldwide. At Career.zycto, we believe in fostering an environment where technical expertise meets genuine customer care. Our collaborative culture supports continuous learning and professional growth, making it the perfect place for a support analyst to deepen their skills and significantly impact user satisfaction. Join us and be the crucial link between our cutting-edge software and the people who rely on it daily.
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Job Description
Career.zycto is actively seeking a highly motivated and technically proficient Software Support Analyst to become an integral part of our growing team in Mitte, Ingolstadt. In this full-time role, you will be the primary point of contact for our valued customers, providing crucial technical assistance and ensuring the seamless operation of our advanced software solutions. This is an exciting opportunity to apply your problem-solving prowess and communication skills in a dynamic environment, directly impacting user satisfaction and business efficiency.
Your day-to-day will involve diagnosing and resolving complex software issues, guiding users through troubleshooting steps, and collaborating closely with our development and quality assurance teams to identify root causes and implement lasting solutions. We are looking for an individual who thrives on challenges, possesses an analytical mind, and is committed to delivering exceptional service with every interaction. You will manage a diverse range of support requests, from basic user queries to intricate system malfunctions, utilizing ticketing systems efficiently to track, prioritize, and resolve incidents within agreed-upon service level agreements (SLAs).
Beyond immediate problem resolution, you will contribute to our knowledge base by documenting common issues, resolutions, and best practices, empowering users to self-serve and enhancing the overall support experience. This role requires not only strong technical acumen but also an empathetic approach, translating technical jargon into understandable terms for non-technical users. If you are passionate about technology, dedicated to customer success, and eager to grow within a forward-thinking company, Career.zycto offers a stimulating environment where your contributions are recognized and valued. We invest in our people through continuous learning and professional development, ensuring you have the tools and knowledge to excel and advance your career.
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Key Responsibilities
- Provide first and second-tier technical support for proprietary software applications via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex software issues, escalating to development teams when necessary.
- Manage and prioritize support tickets using an incident management system, ensuring timely resolution within SLAs.
- Document all support interactions, resolutions, and create knowledge base articles to facilitate self-service and team learning.
- Guide users through technical procedures, explain solutions clearly, and provide training on software features.
- Collaborate with Quality Assurance and Development teams to identify bugs, test fixes, and improve software reliability.
- Monitor system performance and proactively identify potential issues to ensure optimal software functionality.
- Contribute to continuous improvement initiatives for support processes and customer satisfaction.
Required Skills
- Proven experience in a software support or IT helpdesk role (2+ years)
- Strong understanding of Windows and/or Linux operating systems
- Familiarity with ticketing systems (e.g., Jira Service Management, Zendesk, ServiceNow)
- Excellent problem-solving and analytical skills with keen attention to detail
- Exceptional verbal and written communication skills in English and German
- Basic knowledge of database concepts (SQL queries) and web technologies
- Ability to work independently and as part of a collaborative team
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Experience with CRM or ERP software platforms
- ITIL Foundation certification
- Familiarity with scripting languages (e.g., Python, PowerShell)
- Experience in cloud environments (AWS, Azure, GCP)
- Customer service certifications or training
Perks & Benefits
- Competitive salary and performance-based bonuses
- Comprehensive health and wellness benefits
- Generous paid time off and flexible working arrangements
- Opportunities for professional development and continuous learning
- Modern office environment in the heart of Ingolstadt
- Team-building events and social gatherings
- Contribution to a company pension scheme
- Access to the latest tools and technologies
How to Apply
Eager to make an impact? We encourage you to click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!
