i2nd Level Supporter - E-banking (Freelance, Remote)

About the role

A partner company is looking for an i2nd Level Supporter for e-banking, based in Turkey, to maintain the reliability and performance of digital banking services. The role provides advanced technical support to customers, investigates and resolves issues on e-banking platforms, and works with internal technical teams and external service providers. It is a fully remote freelance opportunity open to a technically skilled, customer-oriented professional.

Key responsibilities

• Provide second-level technical support for digital services and e-banking platforms, analysing, troubleshooting and resolving incidents.
• Manage incident and problem tickets, prioritising and classifying them by urgency and complexity.
• Handle support requests by telephone, email and remote-access tools, adhering to SLAs.
• Provide telephone-based customer assistance in German and French.
• Escalate unresolved or complex issues to specialist teams or third-level support.
• Collaborate with internal departments, technology vendors and ISPs to find solutions.
• Maintain case documentation and help improve support processes and tools.

Required profile

• Several years of experience in technical customer support, ideally in a second-level support role.
• Strong customer orientation and communication skills, able to handle demanding situations professionally.
• Ability to work independently and manage several support requests at once.
• Very good command of German and French; Italian and English are an advantage.

Required skills

• Hardware and operating systems: Windows, macOS, iOS, Android.
• IT security, IAM, 2FA/MFA and directory services.
• Antivirus, firewalls, LAN/WLAN, TCP/IP, routers and modems.
• Troubleshooting, log analysis, remote-support tools and ticketing systems.

What we offer

• Fully remote work from anywhere in the world.
• Freelance, independent contractor engagement.
• Work with digital banking platforms, IT security and identity management solutions.
• Immediate availability, starting as soon as possible.