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About the Role

You will be responsible for the knowledge management of our customer service, making our knowledge structured, verified, and usable. This knowledge base serves three channels: personal support, our AI, and self-service for our customers via FAQ and explainer videos. You will be responsible for the technical approval of content and a portion of your time will be dedicated to support to stay close to real customer inquiries.

Responsibilities

Gather and prepare knowledge from tickets, phone calls, discussions with colleagues, and existing documentation so that AI systems can reliably provide correct answers.
Manage the approval process: technical review, approval, versioning, and expiration dates.
Develop topics once and reuse them: as FAQ articles in the help center, as scripts for explainer videos, and as knowledge entries for the AI, kept up-to-date after each release.
Analyze where the AI fails and where knowledge is missing, examine ticket and phone data for recurring patterns, and derive concrete measures from them.
Spot-check AI responses, classify errors, and initiate corrections with system administrators.
Regularly report to department management and executive leadership: resolution rate, coverage, quality, and trending topics.
Participate in technical support (1st and 2nd level) and application consulting, and gain early insights into new knowledge in product and release meetings.

Requirements

At least three years of experience in technical support for a software or SaaS company, with independent case handling.
Experience in established support organizations: tier and escalation models, SLAs, ticketing systems, interplay of 1st, 2nd, and 3rd level.
Experience in building and maintaining knowledge bases, ideally for AI or chatbot systems.
Practical experience with LLM-based systems: prompting, basic understanding of RAG, evaluation of response quality.
Proficient in handling data, e.g., with SQL, Excel, or BI tools.
German at C2 level, written and spoken, for writing knowledge articles for customers and speaking with them on the phone.
Enjoy preparing complex software so that non-technical people can understand it.
Self-motivation, persistence, and a high standard for quality, as the role is not dictated by daily business.
Experience with Customer Education or Self-Service including associated key figures.
Experience with Knowledge-Centered Service (KCS).
Experience with ERP systems like NetSuite.
Experience with telephony systems like Aircall.
Knowledge of the German healthcare system, GKV billing, or the Telematikinfrastruktur.
Experience in regulated environments, such as data protection or medical devices.

Skills

Technical Support
Software/SaaS
Support Organizations
Ticketing Systems
Knowledge Base Management
AI/Chatbot Systems
LLM
Prompting
RAG
Data Analysis
SQL
Excel
BI Tools
Customer Education
Self-Service
KCS
NetSuite
Aircall
German Healthcare System
GKV Billing
Telematikinfrastruktur
Data Protection
Medical Devices

Location

Berlin-Charlottenburg

Work Type

Hybrid
Full-time

Experience Level

Minimum three years of experience

Benefits

30 days of vacation
40-hour week with digital time tracking
Company Day once a week with shared team lunch
Deutschlandticket (transportation pass)
Company pension plan
Corporate Benefits (discounts)

About the Company

Around 7,500 practices use EPIKUR daily.