Customer Support Representative German & Eng Speaker; Remote Europe

Customer Support Representative German & Eng Speaker (Full Time Remote Europe)

4 weeks ago Be among the first 25 applicants

About Us
Ikerian AG (formerly Retin

AI 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 Hub Spot, 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

Seniority level: Associate

Employment type: Full-time

Job function: Customer Service

Industries: IT Services and IT Consulting