2nd Level Application Agent (m/w/d)

Aspire Software

Aug 1

Applications are closed

Job
Full-time
Junior (1-2 years)
Munich

Requirements

- A Bachelor's degree in a Computer Software or IT discipline and/or equivalent job experience is essential
- At least 1+ year of professional experience in direct customer support for software systems is essential
- Fluent in German and English (C1 level or better) is essential
- Experience in the logistics industry is highly advantageous
- Strong customer service skills and the ability to effectively communicate with customers to solve their issues
- Comfortable working with a diverse range of customers, from medium-sized businesses to multinational corporations
- Motivation and ability to work with state-of-the-art technologies in both SaaS and on-premise environments
- Willingness to learn the functionality of our product and the business processes it supports within the transport and logistics sector
- Reliable, well-organized, and able to take responsibility for your tasks
- Ability to determine when to solve a problem independently and when to collaborate with domain experts
- Legally authorised to work in Germany

Responsibilities

- Provide direct support and guidance to customers on how to use our software
- Analyze customer issues and requests, escalating to development teams for bug resolution or to the professional services team for service requests
- Address business logic issues, determining if they are user errors or software errors
- Handle interface and API integration incidents, such as infrastructure failures and invalid messages
- Troubleshoot software malfunctions, including exceptions and crashes
- Diagnose and resolve infrastructure-related failures, such as unreachable systems and stopped services
- Follow up on support topics both internally and with customers to ensure timely resolution
- Execute routine updates and installations for on-premise installations
- Perform configuration tasks as required
- Respond to escalations and incidents, executing escalation procedures as necessary
- Keep customers informed and ensure the incident is documented
- After adequate training and gaining experience, participate in a 24/7 on-call team that handles rare critical customer emergencies during nights and weekends (with attractive compensation)

FAQs

What is the job title being offered at CADIS?

The job title being offered is "2nd Level Application Support Agent (m/w/d)."

Where is the CADIS office located?

The CADIS office is located in Munich, Germany.

What are the main responsibilities of a 2nd Level Application Support Agent?

The main responsibilities include providing direct support to customers, analyzing issues, addressing business logic problems, troubleshooting software malfunctions, executing routine maintenance, handling escalations, and participating in on-call duties after training.

What qualifications are required for this position?

A Bachelor's degree in Computer Software or IT discipline (or equivalent experience) is essential, along with at least 1+ year of experience in direct customer support for software systems. Additionally, fluency in German and English (C1 level or better) is required.

Is prior experience in the logistics industry necessary for this role?

While not essential, experience in the logistics industry is highly advantageous.

What types of customers will the successful candidate interact with?

The successful candidate will work with a diverse range of customers, including medium-sized businesses and multinational corporations.

What kind of work environment does CADIS provide?

CADIS provides a supportive work environment that values talent and motivation, encourages professional growth and development, and offers a diverse international environment.

Are there any on-call duties associated with this position?

Yes, after adequate training and gaining experience, the agent will participate in a 24/7 on-call team to handle rare critical customer emergencies during nights and weekends.

What benefits does CADIS offer to employees?

Benefits include being part of an international environment, joining an expert team, working in a supportive environment, and contributing to a cutting-edge product that evolves with modern technologies.

How can candidates apply for the position?

Candidates interested in the position can apply through the CADIS website or by following the application instructions provided in the job description.

Will all applicants receive feedback regarding their application?

The job description states that only candidates selected for an interview will be contacted.

Aspire Software

We never stop building. A vertical acquisition software company that owns, operates and manages a diverse portfolio.

Technology

Industry

1001-5000

Employees

2016

Founded Year

Mission & Purpose

Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio. Rather than seeking specific verticals, we seek companies with a solid foundation of outstanding products and passionate employees, with an endless potential for growth. We work in a decentralized structure with existing management and employees and offer opportunities for growth under the Aspire umbrella. Owners who are looking for an exit plan without abandoning their dedicated employees can rest easy knowing Aspire offers a permanent home for their business.