Customer Support Representative - German Speaker

October 17

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medical image analysis • artificial intelligence • machine learning • med-tech • ophthalmology

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Description

• About Us • Ikerian AG is a fast-growing medical device software company headquartered in Bern, Switzerland. • Our mission is to enable the right decisions sooner in healthcare, through transformative AI & data management solutions for disease screening and monitoring. • We are seeking a dedicated and knowledgeable, german-speaking Customer Support Representative to join our growing team. • This role is crucial for maintaining high levels of customer satisfaction by providing prompt and effective support for our cloud-based medical image analysis platform. • Duties and Responsibilities: • Ticket Management • Monitor and manage the ticketing system (Hubspot) independently. • Triage and prioritize tickets based on urgency and impact. • Resolve tickets efficiently and effectively within your scope of expertise. • Forward complex or technical issues to the Tech Support team with detailed information. • Customer Communication • Serve as the primary point of contact for customer inquiries and support requests. • Provide clear, concise, and friendly communication to customers. • Keep customers informed about the status and resolution of their issues. • Support the end-user communication for new feature releases and software updates • Collaboration • Work closely with the Operations and Customer Success teams to ensure alignment and comprehensive support. • Escalate issues when necessary and follow up to ensure resolution. • Contribute to team meetings and share insights to improve processes and customer experience. • Compliance and Documentation • Maintain basic understanding of relevant regulations and compliance requirements in the EU and US. • Document all customer interactions and resolutions accurately in the ticketing system. • Maintain content in the knowledge base by creating, reviewing and updating articles, screenshots and screen videos • Create comprehensive self-guided tours using Supademo • Continuous Improvement: • Participate in training sessions to stay updated on platform updates, new features, and best practices. • Provide feedback to the product and development teams to help improve the platform and support processes.

Requirements

• Proficiency in using ticketing systems, particularly Hubspot. • Basic understanding of cloud-based platforms and AI technologies. • Familiarity with medical image analysis is a plus. • Proficiency in English and German is required. • Excellent communication and interpersonal skills. • Strong problem-solving abilities and attention to detail. • Ability to work independently and manage time effectively.

Benefits

• This is a remote position, but candidates must be able to overlap for a minimum of five hours with standard Central European Time (CET) business hours. • You will be joining a small but growing support team, currently consisting of one Customer Support Coordinator. • This role does not require on call or on duty outside of regular business hours. • You will play a key role in a growing team, helping to shape the future of customer support at Ikerian AG. • Opportunities for career advancement and professional development within the company.