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Originele vacaturetekst

Support Analyst (1st Line Support) (m/f/d)


At Tradebyte you work hand in hand with the biggest players in e-commerce – from hip fashion brands to big online shops. We offer you an open work structure and an incomparable team spirit. We believe that work and passion are compatible and for that we offer the appropriate surroundings. With continuous growth, we are looking for new colleagues who share our passion for work. Love what you do – do what you love. Become part of Tradebyte, an independent company within the Zalando Group!

The overall objective of Tradebyte Support is to maintain and improve the reliability of the service provided to our live customers. The main purpose of the Support Analyst role is to ensure that tickets raised by our customers are addressed promptly and effectively within SLAs. The Analyst will handle day-to-day queries and incidents, and interact with key internal stakeholders to ensure the reliability of the services. You will be responsible for initial ticket investigations and gathering as much information as possible, and to ensure that tickets are data ready for the Senior Support & Data Engineers to continue investigations, where required. You will also help to identify known errors and trends.

  • Outstanding customer service skills and a dedication to delivering a quality service
  • Experience of using ticket management tools
  • Experience of service management frameworks (e.g. ITIL)
  • Able to demonstrate excellent communication skills, both written and verbal, as the position will liaise directly with customers, third parties and internal colleagues
  • Able to perform technical analysis
  • Able to quickly build working relationships
  • Able to accurately document processes and technical investigations
  • Willingness to learn new technologies and skills
  • Team player
  • Experience in SQL & Bash scripting (Desirable)
  • Experience of providing desktop support (Desirable)
  • 1 year experience of working in a technical support role (Desirable)
  • Provide first line support to our customers, carry out predefined checks on tickets as required
  • Provide consistent, professional communications with customers to keep them up to date on investigations and resolutions
  • Efficiently classify and triage tickets raised by customers either by telephone or through the ticketing system
  • Escalate tickets to Senior Support Engineers and/or Team Owner, where required
  • Accurately record customer queries in the Service Desk tool
  • To action and resolve tickets in line with customers agreed SLA’s and processes
  • Work collaboratively within the team, providing support to colleagues
  • Document incident timelines, investigation steps and resolution to assist colleagues and minimise recurrence
  • Provide colleagues with help on internal IT issues/requests, as required
  • 25 days holiday plus additional leave for long service
  • Additional Employer pension contribution
  • Healthcare Cash back scheme
  • Cycle2work scheme
  • 40% Zalando discount
Art des Stellenangebotes:


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