About Us
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.
- Proficiency in using ticketing systems, particularly Hubspot.
- Basic understanding of cloud-based platforms and AI technologies.
- Familiarity with medical image analysis is a plus.
- Proficiency in English and German is required.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and manage time effectively.
- 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.
