Customer Support Representative

Summary

Join Ikerian AG, a fast-growing medical device software company, as a German-speaking Customer Support Representative. This crucial role ensures high customer satisfaction by providing prompt and effective support for our cloud-based medical image analysis platform. You will manage tickets, communicate with customers, collaborate with internal teams, maintain compliance, and contribute to continuous improvement. The position is remote, requiring overlap with Central European Time (CET) business hours. You'll join a small, growing team and have opportunities for career advancement. This role does not require on-call responsibilities outside of regular business hours.

Requirements

• Proficiency in using ticketing systems, particularly Hubspot
• Basic understanding of cloud-based platforms and AI technologies
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

Familiarity with medical image analysis is a plus

Benefits

Opportunities for career advancement and professional development within the company