Remote Customer Support Representative

About Us

Ikerian AG (formerly RetinAI Medical) 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. Join our diverse team of entrepreneurs, developers, researchers, and commercial experts who are collectively shaping the future of healthcare.

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.

• 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.

• 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.