Customer Support Representative German

Vor 3 Tagen

Schweiz RetinAI Medical Vollzeit

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.

Please provide us with English CV / Motivation letter

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
  • 3+ years in a customer support or customer success role (ideally in SaaS).
  • Previous experience supporting B2B SaaS customers.
  • Previous experience using ticketing or support request management tools (EG HubSpot, Zendesk etc.).
  • Familiarity with agile, startup, or scale-up environments.
  • Experience working in multilingual or international teams.
  • Experience with support metrics (CSAT, NPS, first-response time, etc.).
  • Additional Languages are a bonus.
  • Proficiency in English and German is required.
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.

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