Support Analyst (w/m/d)

About the Position

SIV.AG, part of the Harris Group, is one of the leading providers of industry software for the German and international markets. As a leading solution partner for the energy and water industries, we are shaping the future of these sectors. Our success is primarily due to our employees, who, in collaboration with our customers, design and implement individual solutions for processes and services.

We are currently looking for a Support Analyst (w/m/d) to join our Customer Support team. In this role, you will assist our customers with technical inquiries and support them in analyzing and resolving issues.

Responsibilities

• Research, initial resolution, and follow-up of disturbances
• Handling incoming tickets using the knowledge database
• Prioritizing and forwarding to second-level support
• Maintaining and expanding the knowledge database
• Providing solutions and updates
• Analyzing service requests by connecting to customer systems
• Customer communication and structured error analysis

Requirements

• Completed training as an IT specialist (w/m/d) or comparable education or initial professional experience
• Proficiency in using Windows and Microsoft Office
• Experience with Jira
• Analytical thinking and solution-oriented work
• Customer-oriented approach and enjoyment of direct customer interaction
• Friendly team player with strong nerves even in challenging situations
• Language skills: German (min. C1) and English (min. B1)

We Offer

• Flexible working hours and hybrid work
• 30 days of vacation (plus additional days off on December 24th and 31st, and on special occasions)
• Various training and development programs
• Financial benefits (e.g., company pension plan, corporate benefits, and asset-forming benefits)
• Monthly tax-free allowance of €50 via Probonio – flexible for shopping, fuel, or leisure activities
• Occupational health promotion (e.g., mental health support program and bike leasing)
• Promotion of a positive work environment and culture

We are looking for talented individuals who are passionate and willing to develop further. Nobody is perfect, so we do not expect you to meet all requirements 100%. If you can contribute with commitment, do not hesitate to apply with us. We look forward to meeting you!

Harris places great importance on equal opportunities. We firmly believe that diversity and integration are crucial for our success. Therefore, we support and promote all applicants and employees equally.

About the Company

SIV.AG is part of the Harris Group, one of the leading providers of industry software for the German and international markets. As a leading solution partner for the energy and water industries, we are shaping the future of these sectors. Our success is primarily due to our employees, who, in collaboration with our customers, design and implement individual solutions for processes and services.

Contact Information

Ivonne Fürst

Talent Acquisition Specialist

Harris DACH