Experienced Customer Support Representative – German & English Speaker (Full Time Remote Europe)

Join arenaflex, a fast-growing medical device software company, in shaping the future of healthcare through transformative AI & data management solutions for disease screening and monitoring. Are you a customer-centric individual with excellent communication skills and a passion for delivering exceptional support experiences? Do you have a strong background in German and English, with a keen interest in medical image analysis and cloud-based platforms? If so, we invite you to apply for the role of Experienced Customer Support Representative at arenaflex.

About arenaflex

arenaflex is a dynamic and innovative company headquartered in Bern, Switzerland. Our mission is to empower healthcare professionals to make informed decisions sooner, through cutting-edge AI and data management solutions. As a member of our diverse team of entrepreneurs, developers, researchers, and commercial experts, you will be part of a collaborative environment that fosters growth, creativity, and excellence.

Key Responsibilities

As a Customer Support Representative at arenaflex, you will play a vital role in maintaining high levels of customer satisfaction by providing prompt and effective support for our cloud-based medical image analysis platform. Your key responsibilities will include: ### Ticket Management

• Monitor and manage the ticketing system (Hubspot) independently, ensuring timely and efficient resolution of customer inquiries and support requests.
• Triage and prioritize tickets based on urgency and impact, ensuring that critical issues are addressed promptly.
• Resolve tickets efficiently and effectively within your scope of expertise, escalating complex or technical issues to the Tech Support team as needed.
• Forward detailed information to the Tech Support team to facilitate swift resolution of customer issues.

### Customer Communication

• Serve as the primary point of contact for customer inquiries and support requests, providing clear, concise, and friendly communication to customers.
• Keep customers informed about the status and resolution of their issues, ensuring transparency and trust.
• Support the end-user communication for new feature releases and software updates, ensuring seamless adoption and user satisfaction.

### Collaboration

• Work closely with the Operations and Customer Success teams to ensure alignment and comprehensive support, fostering a collaborative environment that drives customer satisfaction.
• Escalate issues when necessary and follow up to ensure resolution, ensuring that customer concerns are addressed promptly.
• Contribute to team meetings and share insights to improve processes and customer experience, driving continuous improvement and excellence.

### Compliance and Documentation

• Maintain a basic understanding of relevant regulations and compliance requirements in the EU and US, ensuring that customer support processes align with regulatory standards.
• Document all customer interactions and resolutions accurately in the ticketing system, ensuring that customer history and support processes are well-documented.
• Maintain content in the knowledge base by creating, reviewing, and updating articles, screenshots, and screen videos, ensuring that customers have access to comprehensive self-guided resources.
• Create comprehensive self-guided tours using Supademo, enhancing the customer experience and reducing support queries.

### Continuous Improvement

• Participate in training sessions to stay updated on platform updates, new features, and best practices, ensuring that your skills and knowledge are current and relevant.
• Provide feedback to the product and development teams to help improve the platform and support processes, driving continuous improvement and excellence.

Requirements

To succeed in this role, you will need:

• 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.

Benefits

As a Customer Support Representative at arenaflex, you will enjoy:

• A remote position with a minimum overlap of five hours with standard Central European Time (CET) business hours.
• Opportunities for career advancement and professional development within the company.
• A growing support team, with a small but dynamic team environment.
• No on-call or on-duty requirements outside of regular business hours.
• A key role in shaping the future of customer support at arenaflex.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your English CV and motivation letter, and we will be in touch to discuss your application further. Apply to this job Apply for this job