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Customer Support Representative German & Eng Speaker (Full Time Remote Europe) at RetinAI Medical. 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.. . . . 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.. . Company Location: Austria.