Technical Customer Support Specialist – B2B SaaS

This is a fully remote position, open to applicants in Germany.

📋 Description

• Conduct initial technical assessment and analysis of incoming support tickets at both 1st- and 2nd-levels.

• Assess error messages, process logic, and system functionalities.

• Manage technical customer inquiries related to the SaaS Cockpit independently.

• Replicate technical issues for further analysis.

• Investigate and resolve problems in import and export templates.

• Collaborate closely with Product Development, Professional Services, and Engineering teams.

• Assist in post-go-live activities and coordinate technical inquiries with Professional Services teams.

• Track technical support KPIs and implement optimization strategies.

• Contribute to the automation of the ticketing system, focusing on workflows, routing, and classification logic.

• Aid in the development of the AI bot by preparing technical content and updating knowledge entries.

• Keep the knowledge base updated with technical FAQs, guides, and troubleshooting procedures.

• Engage in workshops aimed at enhancing technical support processes.

⛳️ Requirements

• Some experience or a strong eagerness to learn in providing support for SaaS solutions.

• Capability to quickly grasp interconnections, logically analyze errors, and document issues in a reproducible format.

• Familiarity with data flows, user permissions, interface behaviors, configurations, and system logic.

• Experience with CSV and Excel file formats.

• Ability to communicate technical information clearly and effectively to both customers and internal teams.

• Passion for new technologies, AI-driven tools, and digital processes.

• Strong analytical thinking, structured problem-solving abilities, and a commitment to quality.

🏝️ Benefits

• Permanent employment and job security with a steadily growing healthcare organization.

• Ambitious and diverse team culture with a hands-on approach.

• Modern office facilities or the flexibility to work from home.

• Access to state-of-the-art equipment and tools.

• Company pension plan.

• Corporate benefits program.

• Customized training and professional development opportunities.

• Comprehensive onboarding process.

• Opportunity to gain insights into various departments and business processes.

• A dedicated buddy will assist you throughout the onboarding experience.

• Discounted access to over 4,000 sports and health facilities through EGYM WELLPASS.

• Option to lease a JobRad bicycle.