### **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. Please provide us with English CV / Motivation letter! ### **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** (EG 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.