Customer Service Specialist (m/f/d)

Your mission

In this role, you will be our first point of contact for existing customers seeking support, helping them ensure the smooth functionality of our solutions.

You will be part of our Customer Service team and work closely with other departments such as Consulting, Sales, Product Management, and Development.

This position is a great fit for you if you enjoy communicating with people both in writing and verbally, if you handle customer inquiries with a solution-oriented mindset, and if you have strong IT expertise.

We are happy to support you with individual training to close any knowledge gaps and will, of course, provide thorough onboarding in our software.

What you will do

• You will primarily be responsible for 2nd Level Support.
• You will regularly communicate ticket status updates to our customers and coordinate maintenance windows for further activities when needed.
• You will support our customers with application errors and issues in areas such as care processes, medication prescription, billing, and duty scheduling.
• You will regularly connect (via remote access) to customers’ IT systems for error analysis or troubleshooting.
• You will analyze and resolve issues across various interfaces (pharmacy interfaces, financial accounting interfaces such as K5 or BMD, interfaces for nursing home billing with regional authorities, ELDA interfaces, interfaces for kitchen solutions, interfaces for care solutions, and other interfaces to regional authorities or health insurance billing systems, etc.).
• You will install missing application components when required to resolve issues.
• You will be responsible for documenting all correspondence with customers, as well as your analyses and implemented solutions, in the internal ticketing system.
• You will analyze and resolve errors in our mobile applications (phones, tablets).
• You will communicate regularly with the development department, including for bug fixing.

Your profile

• At least 2 years of experience in software support
• Experience with mobile applications
• Strong affinity for working with numbers when developing solutions in accounting processes
• Enjoyment in interacting with customers and excellent communication skills
• Team player with a responsible and precise working style
• Experience with care management processes in social institutions or with accounting workflows is a plus
• Very good German skills, both written and spoken (minimum level C1)
• Basic knowledge of English is desirable

Why us?

• A responsible role with purpose: our software products enable our customers to focus on improving the lives of their clients by giving them more time for care and support
• Exciting, challenging tasks in a dynamic, future-oriented environment
• Flexible working hours and a hybrid working model so that you can continue to organise your day flexibly
• A culture of appreciation and a harmonious working atmosphere in a growing, international company with opportunities to get involved
• A creative working environment, flat hierarchies and short decision-making processes
• Attractive remuneration models, a permanent employment contract and an employer contribution to your company pension scheme
• Access to corporate benefits, Job Rad leasing and other mobility offers such as the fully financed Germany railway ticket contact information

If this sounds like you, we look forward to receiving your CV including your salary expectations and earliest possible starting date via our online application form!

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