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- Tasks: Manage customer support tickets and provide friendly, effective communication.
- Company: Join a fast-growing medical device software company shaping healthcare with AI.
- Benefits: Remote work, career advancement opportunities, and no on-call duties.
- Why this job: Be part of a dynamic team making a real impact in healthcare support.
- Qualifications: 3+ years in customer support, fluent in German and English.
- Other info: Collaborate with diverse teams and contribute to continuous improvement.
The predicted salary is between 30000 - 42000 £ per year.
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
- 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
- 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
Employment type: Full-time
Job function: Customer Service
Industries: IT Services and IT Consulting
Customer Support Representative German & Eng Speaker (Full Time Remote Europe) employer: Ikerian
Contact Detail:
Ikerian Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative German & Eng Speaker (Full Time Remote Europe)
✨Tip Number 1
Get to know the company inside out! Research Ikerian AG and understand their mission, products, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Support Representative, you'll need to be clear and friendly. Try role-playing common customer scenarios with a friend to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and serious about joining our team at Ikerian AG.
We think you need these skills to ace Customer Support Representative German & Eng Speaker (Full Time Remote Europe)
Some tips for your application 🫡
Craft a Tailored CV: Make sure your CV highlights your relevant experience in customer support, especially in SaaS. We want to see how your skills align with our mission and the role, so don’t hold back on showcasing your achievements!
Write a Compelling Motivation Letter: Your motivation letter is your chance to shine! Tell us why you’re excited about this role and how you can contribute to our team. Keep it friendly and professional, and don’t forget to mention your language skills!
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, make sure your application reflects your ability to communicate clearly and effectively. Use concise language and a positive tone throughout your CV and letter.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Ikerian
✨Know Your Stuff
Make sure you brush up on the company's mission and the specifics of their cloud-based medical image analysis platform. Understanding how their AI and data management solutions work will help you answer questions confidently and show your genuine interest in the role.
✨Show Off Your Language Skills
Since this role requires proficiency in both German and English, be prepared to demonstrate your language skills during the interview. Practice answering common customer support scenarios in both languages to showcase your ability to communicate effectively with diverse customers.
✨Familiarise Yourself with Ticketing Systems
Get comfortable with ticketing systems like HubSpot or Zendesk before the interview. Being able to discuss your experience with these tools and how you've used them to manage customer inquiries will set you apart as a knowledgeable candidate.
✨Highlight Your Team Spirit
This role involves collaboration with various teams, so be ready to share examples of how you've worked well with others in previous positions. Emphasising your teamwork skills and your ability to escalate issues when necessary will show that you're a great fit for their dynamic environment.
