Ikerian AG is hiring a Customer Support Representative to provide prompt and effective support for our cloud-based medical image analysis platform. This role is crucial for maintaining high customer satisfaction and serves as the primary point of contact for customer inquiries. You’ll join a diverse team of entrepreneurs, developers, researchers, and commercial experts collectively shaping the future of healthcare.
What You'll Do
- 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.
- 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.
- Work closely with the Operations and Customer Success teams to ensure alignment.
- Escalate issues when necessary and follow up to ensure resolution.
- Contribute to team meetings and share insights to improve processes.
- Maintain a 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.
- Participate in training sessions to stay updated on platform updates and best practices.
- Provide feedback to the product and development teams to help improve the platform.
What We're Looking For
- 3+ years in a customer support or customer success role.
- Previous experience supporting B2B SaaS customers.
- Previous experience using ticketing or support request management tools (e.g., HubSpot, Zendesk).
- 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.).
- Proficiency in English and German is required.
Nice to Have
- Additional languages are a bonus.
Technical Stack
- Hubspot
- Supademo
Team & Environment
You’ll join a small but growing support team, currently consisting of one Customer Support Coordinator, and will be part of a growing company, working closely with Operations and Customer Success teams.
Benefits & Compensation
- Remote position.
- No on call or on duty outside of regular business hours.
- Play a key role in a growing team, helping to shape the future of customer support.
- Opportunities for career advancement and professional development within the company.
Work Mode
This is a full-time remote position for candidates based in Europe.
