Experienced Customer Support Representative – German & English Speaker (Full Time Remote Europe)

At arenaflex, we're revolutionizing the healthcare industry with cutting-edge AI and data management solutions for disease screening and monitoring. Our mission is to empower healthcare professionals with the right tools and insights to make informed decisions sooner. As a dedicated and knowledgeable Customer Support Representative, you'll play a vital role in delivering exceptional customer experiences and driving the growth of our cloud-based medical image analysis platform.

About arenaflex

arenaflex is a fast-growing medical device software company headquartered in Bern, Switzerland. Our diverse team of entrepreneurs, developers, researchers, and commercial experts is shaping the future of healthcare. We're passionate about harnessing the power of AI and data to transform the way healthcare professionals work. Join us on this exciting journey and become part of a dynamic team that's making a real difference in people's lives.

Duties and Responsibilities

As a Customer Support Representative, you'll be the primary point of contact for customer inquiries and support requests. Your key responsibilities will include:

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

To succeed in this role, you'll need:

• 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

Benefits

As a Customer Support Representative at arenaflex, you'll enjoy:

• 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'll 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'll play a key role in a growing team, helping to shape the future of customer support at arenaflex
• Opportunities for career advancement and professional development within the company

Why Join arenaflex?

At arenaflex, we're passionate about creating a workplace that's inclusive, supportive, and empowering. We believe in the importance of work-life balance and offer a range of benefits to support your well-being. Our team is diverse, dynamic, and dedicated to making a real difference in the world. If you're looking for a challenging and rewarding role that will help you grow both personally and professionally, we'd love to hear from you.

How to Apply

If you're a motivated and customer-focused individual with a passion for healthcare and technology, we'd love to hear from you. Please submit your application, including your CV and a cover letter, to [insert contact information]. We can't wait to hear your story and learn more about your qualifications. Apply for this job