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About the Role
As a key point of contact for customers, you will understand and resolve issues, analyze technical challenges, and collaborate with technical teams to find solutions. This role is crucial for professionalizing our support, ensuring customers receive timely assistance, and improving our products and processes by identifying recurring issues.
Responsibilities
- Handling, recording, and processing customer support requests.
- Assisting users with questions about product operation and processes.
- Analyzing and initially diagnosing technical and functional errors.
- Reviewing error messages, process statuses, logs, and system information.
- Classifying and prioritizing support cases and monitoring service levels.
- Resolving known issues using existing documentation and workarounds.
- Escalating complex cases to 2nd level, development, or relevant departments.
- Documenting solutions and recurring error patterns in the knowledge base.
Requirements
- Experience with ticketing systems and handling error messages and logs.
- High customer and service orientation with clear, friendly, and reliable communication.
- Very good German language skills, both written and spoken.
- Knowledge of IT Service Management, such as ITIL v4, is desirable.
- Basic knowledge of web applications, APIs, and JSON is advantageous.
- Knowledge of the pharmacy, pharmaceutical, or healthcare sector is a plus but not a prerequisite.
- Focus on problem-solving approach, communication skills, and willingness to learn products and technologies.
- Encouragement and integration of AI in daily work.
Skills
- Problem-solving
- Structured work approach
- Communication
- Technical understanding
- Analytical working methods
- Customer service orientation
- German language proficiency
Location
- Berlin-Mitte
Work Type
- Hybrid
Experience Level
- Experience in IT support, service desk, or technical customer support is advantageous.
About the Company
- We develop software and digital solutions for modern, connected healthcare.
- Our technologies connect various stakeholders and systems in healthcare, making digital care simpler, safer, and more usable.
- We operate at the intersection of modern software development, telematics infrastructure, and new digital care concepts.