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- Tasks: Provide top-notch support for our innovative medical image analysis platform.
- Company: Join Ikerian AG, a fast-growing medical device software company in Switzerland.
- Benefits: Enjoy remote work, career advancement, and a supportive team environment.
- Why this job: Make a real difference in healthcare while developing your customer support skills.
- Qualifications: Fluent in German and English with 3+ years in customer support.
- Other info: Be part of a dynamic team shaping the future of customer support.
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.
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 (e.g. 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
Customer Support Representative German & Eng Speaker (Full Time Remote Europe) in London 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) in London
✨Tip Number 1
Get to know the company inside out! Research Ikerian AG and their mission in healthcare. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers, being clear and friendly is key. Try role-playing common customer scenarios with a friend to boost your confidence.
✨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 is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team!
We think you need these skills to ace Customer Support Representative German & Eng Speaker (Full Time Remote Europe) in London
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 needs, so don’t be shy about 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 mission. Keep it friendly and professional, just like the communication we value with our customers.
Show Off Your Language Skills: Since we need someone who speaks both German and English, make sure to highlight your language proficiency clearly. If you have any experience working in multilingual environments, let us know!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Ikerian
✨Know the Company Inside Out
Before your interview, take some time to research Ikerian AG and their mission in the healthcare sector. Understanding their products and values will help you tailor your responses and show genuine interest in the role.
✨Showcase Your Language Skills
Since this position requires proficiency in both German and English, be prepared to demonstrate your language skills during the interview. Practice common customer support scenarios in both languages to feel confident when discussing your experience.
✨Familiarise Yourself with Ticketing Systems
As you'll be using HubSpot for ticket management, it’s a good idea to brush up on your knowledge of this tool or similar platforms. Mention any relevant experience you have with ticketing systems to highlight your readiness for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you handle customer inquiries and resolve issues. Think of specific examples from your past experiences where you successfully managed customer support challenges, as this will demonstrate your problem-solving skills.
