L1 Technical Support Engineer (German and English)

Diversity, Equity, and Inclusion

It is our duty to create and advance a diverse and inclusive company where all Taulians feel they are celebrated. All individuals are welcomed, free to express themselves and rewarded for showing up as authentically every day. By hiring women, people of color, individuals with disabilities, veterans, people of all sexual orientations and from underrepresented and marginalized communities, Taulia will revolutionize fintech.

About the Job

We are looking for an engaged, bilingual German/English L1 Technical Support Engineer to join our team here at Taulia. Customer success is our success and the Level 1 Technical Support Engineers are the first point of contact for our clients for questions and issues in using Taulia systems. Support is provided through phone, web, email, chat and other channels as required in a timely and polite manner. All support activities and communication are thoroughly documented in a case management system.

Responsibilities

•    Take ownership of customer enquiries and issues reported and ensure quick and effective resolution
•    Research, diagnose, troubleshoot and identify solutions to resolve customer issues
•    Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
•    Provide prompt and accurate feedback to customers
•    Ensure proper recording and closure of all issues
•    Document knowledge in the form of knowledge base tech notes and articles
•    Meet defined Service Level Agreements and Key Performance Indicators (defined as part of company’s goals setting process)
•    Maintain phone, chat and email coverage during working hours
•    Any other responsibilities and tasks given by the management, appropriate to the role
•    Observe company policies and code of conduct
•    Attend team and organization-wise meetings
•    Track time (if required) thoroughly and duly

Skills, Knowledge and Experience required

•    Must be bilingual in German and English
•    Good understanding of Information Systems at user and corporate level
•    Minimum 1 year experience in a Helpdesk or Support Role
•    Previous work experience in a B2B environment is highly desirable
•    Excellent written and verbal communication skills in English, as well as other language as required
•    Good problem-solving skills
•    Good client-facing skills
•    Availability to work outside typical working hours if needed
•    Excellent team player, self-managed and self-motivated
•    Mature and professional demeanor, attitude, and approach  
Nice to Have:
•    Understanding of the Procure to Pay process
•    Previous work utilizing Salesforce or another Help Desk ticketing system is highly desirable
•    Experience with SAP
•    Familiarity with financial sector, finance terms and supply chain management
•    Experience in the 'Enterprise World' working in an AR/AP function
•    BS degree in Information Technology, Finance or equivalent
•    Fluency in other European languages
•    Knowledge in IT processes and best practices (ITIL, CobIT)
 

About Taulia

Taulia is a fintech company that is part of the SAP group. More than 2 million businesses in over 150 countries collaborate on our network. Our customers include Airbus, AstraZeneca, and Nissan. We help them and their suppliers access cash when and where they need it most. Some of our customers have improved their working capital by more than $1 billion while making their supply chains more resilient and sustainable. For more information, please visit www.taulia.com