L1 Support Engineer (for Payment Services, m/f/d)

Our mission at IXOPAY, a TokenEx Company, is to secure and optimize payments for global commerce. We're building an integrated platform that optimizes payment transactions and protects payments data. For merchants who understand that payments are now a strategic function, IXOPAY, a TokenEx Company is a complete payments optimization platform that delivers best-in-class tokenization and transaction routing. Unlike point solutions, IXOPAY, a TokenEx Company delivers omnichannel tokenization, card lifecycle management, and smart routing via any payments service provider -- giving merchants unprecedented control over their revenue and the competitive edge to thrive in global commerce. We believe our people are our most valuable asset that our culture is defined by our core values, that align the organization with our mission and strategy.

L1 Support Engineer

(for Payment Services, m/f/d)

Position Overview

As a L1 Support Engineer, you will develop a solid working knowledge of the IXOPAY platform and underlying technologies. This role is responsible for the initial triage of all global support tickets and resolution for basic issues including but not limited to password reset, 2FA reset, unlocking user accounts through our web based tools, email and via phone. Additionally, our L1 Support Engineers provide 24/7 monitoring of all IXOPAY environments to proactively identify any issues. During ticket escalations, individuals in this position will act as a liaison between customer and L2 Support.

* Provide level 1 triage support via web based tool, email and via phone for all incoming global tickets
* Monitoring of all IXOPAY environments during scheduled shift
* Leverage reporting tools to query data
* Work to close all level 1 tickets
* Work with customers to troubleshoot issues
* Provide prompt and accurate feedback to customers adhering to response SLA commitments
* Properly escalate unresolved issues to appropriate internal teams
* Document technical knowledge in the form of knowledge base articles
* Prioritize and manage several open issues at one time

Position Qualifications

* 1+ years of professional experience in a technical role supporting applications or software
* Previous experience in a help desk or technical support environment
* Fluent written and oral English required
* Technical support in a SaaS environment, preferred
* Entry level understanding of programming languages
* Entry level understanding of networking
* Experience using reporting tools to query data
* Experience working with web based support tools
* Good oral and written communication
* Flexibility to work night shifts as required
* Technical degree preferred, or equivalent combination of education and experience

Our Offer

* Fair remuneration, attractive working time model, organized in shifts (averaging 34 hours/week with 5 working days, 3 days off).
* Long-term opportunity to deepen your technical knowledge and prospect of further career opportunities in our rapidly growing company.
* Company-provided Apple MacBook
* Yearly ticket for the Vienna public transport
* Numerous team and company events guarantee a friendly atmosphere
* IXO Fitness gives all employees automatic free access to various fitness studios and sport activities via the MyClubs App
* Complimentary delicious Viennese premium coffee from Alt Wien to keep you energized throughout the day or our inviting tea bar with a variety of options to cater to your personal preferences.
* Friendly and open working environment in a new, modern office in the center of Vienna (U2 Krieau)
* Global clients including some of the Fortune 500 companies

Salary

The salary is 2,857 EUR gross per month (on a 36-hour basis).

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About this job

Employment type:

* Full Time (Permanent employment)

Salary:

2,857 EUR monthly

Seniority level:

* Professional Experience

Place of work:

* Wien

Field of work:

* IT, Data Processing

Unfilled vacancies:

1 vacancy unfilled for this position

About the company

Employer:

IXOPAY GmbH

Number of employees:

51 - 100 employees

Locations:

* Wien

Details about this job

Full Time (Permanent employment)

* Monday to Sunday
* 36 hours
* Shift work

Place of work

* Wien

Must-have skills

* Customer service
* Problem solving
* Communication
* Technical support

Nice-to-have skills

* Network troubleshooting

Required languages

* English C1
* German C1

Benefits

* Fitness programs
IXO Fitness gives all employees automatic free access to various fitness studios and sport activities via the myClubs app
* Transportation allowance
Yearly ticket for the Vienna public transport
* Team events
Numerous team and company events guarantee a friendly atmosphere
* Company laptop

All infos regarding your application

Required application documents:

* Résumé
* Cover letter

Contact person

Dina Elnashar
People Operations Generalist