Application & User Support Specialist (m/w/d)
Core
Support customers with daily usage of web-based platform and software solutions by handling inquiries, performing administrative tasks, and documenting activities.
Role type
Application & User Support Specialist
Builds
Customer support operations and user onboarding for web-based platforms
Domain
IT Services / Software Support
Deliverable
client delivery
Required skills
Ticketing systems, Microsoft 365 (Outlook, Teams, Excel, PowerPoint), User profile management, Access rights management, Remote onboarding, FAQ creation, Incident reporting, Analytical thinking
Preferred skills
Project management, Service management tools, Prior User Support/IT Support experience
Responsibilities
Accept, document, and classify service/support inquiries via email and Microsoft Teams; Handle standardized operational, navigation, and process questions under guidance; Support user profile setup and access rights management; Track inquiries and communicate reliably with users; Assist in onboarding new users and conduct simple remote introductions; Document frequently asked questions and contribute to FAQ/instructional materials; Qualify and escalate incident reports; Systematically capture common questions and problems for the service and product teams