AI Summary
We are seeking a Technical Support Specialist to provide reliable technical support for our products and systems. This role involves troubleshooting issues, supporting customers, and collaborating with internal teams to ensure smooth operations. The position can be performed remotely within Germany or the UK.
Key Highlights
Provide technical support for assigned products via phone and other support channels
Troubleshoot issues and collaborate with internal teams for resolution
Document customer interactions and troubleshooting steps in support tickets
Technical Skills Required
Benefits & Perks
Competitive compensation and benefits package
Flexible working hours
Up to 100% remote work within Germany or the UK
Job Description
We are looking for a Technical Support Specialist to provide reliable technical support for our products and systems. This role involves troubleshooting issues, supporting customers, and collaborating with internal teams to ensure smooth operations. The position can be performed remotely within Germany or the UK.
Key Responsibilities
- Provide inbound technical support for assigned products via phone and other support channels
- Respond to system monitoring alerts and take corrective actions as needed
- Communicate clearly with clients to understand issues and provide effective solutions
- Accurately document all customer interactions, troubleshooting steps, and time worked in support tickets following established policies and procedures
- Apply troubleshooting techniques to resolve client issues, including basic SQL queries for data validation and issue diagnosis
- Escalate complex issues appropriately and collaborate with internal teams for resolution
- Create and maintain knowledge base articles for common issues and solutions
- Stay current on product updates, release changes, and known issues
- Provide after-hours on-call support for critical issues as required
- Assist with software installations, updates, and minor configuration changes
- Minimum 4 years of experience in a technical support environment
- Experience providing remote support using tools such as remote desktop or VPN
- Basic SQL skills for querying and troubleshooting database-related issues
- Working knowledge of PC/server hardware, operating systems, and network connectivity (LAN, WAN, Internet)
- Strong troubleshooting skills and ability to resolve technical issues independently
- Excellent written and verbal communication skills
- Ability to work flexible shifts and participate in on-call rotations
- Ability to perform occasional onsite visits to diagnose and resolve critical technical issues; travel requirement approximately 5% annually
- Experience supporting Healthcare IT solutions such as HIM, Radiology, RIS/PACS, EMR/EHR, physician-facing environments, speech recognition technologies, HL7 interfaces, or radiology workflows is considered a strong plus
- The opportunity to contribute to a fast-growing, AI-driven medical software product following a recent merger, offering a dynamic and evolving environment
- Meaningful work that makes a real impact on healthcare outcomes and patients' lives
- Collaboration with a highly skilled, international, and supportive team across multiple regions
- Flexible working hours and up to 100% remote work within Germany or the UK
- A competitive compensation and benefits package, tailored to local standards and regulations depending on country of employment
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