Description
At myoncare, we don't just design software –
we are building an international healthcare ecosystem that redefines care.
Our platform connects patients, clinics, doctors, and partners in a single, intelligent system, creating something that has never existed before: continuous, data-secure, and personalized care around the clock.
To ensure that our software can be used safely, reliably, and effectively in everyday clinical practice, excellent support is indispensable.
If you are enthusiastic about processing technical inquiries in a structured manner, further developing processes, ensuring quality, and creating a sustainably positive experience for our customers and users – then you are exactly right with us.
If you want to drive real change, take on responsibility, and work on products that make a difference every day, then you will feel at home with us.
Actively shape one of the most exciting transformation phases in the Digital Health sector as our new
Customer Support Specialist - MedTech SaaS (f/m/d).
Responsibilities
Process customer inquiries: Receipt, structured categorization, and answering of technical inquiries regarding our medical software platform – always in compliance with the regulatory requirements for medical devices.
Support & inquiry management: Ensuring high-quality First-Level-Support via our support software Repaircode by SQANIT, incl. prioritization, documentation, and tracking of all support cases.
Implement quality requirements: Participation in compliance with and further development of internal quality processes within the framework of ISO 13485 and MDR guidelines.
Structural & regulatory support: Further development and scaling of support structures, creation of SOPs, as well as handling regulatory topics (e.g., vigilance, compliance).
Develop & monitor KPIs: Definition and regular evaluation of key figures to measure support quality, efficiency, and customer satisfaction, as well as deriving improvement measures.
Education & training: Planning and execution of customer training sessions with automated certificate issuance to ensure safe and optimal use of the software.
Feedback management: Systematic recording and forwarding of customer feedback to product and quality management for continuous improvement.
Representation: Identification with our vision and professional representation of myoncare to customers and partners.
Qualifications
You have a completed degree/training in the IT field or a comparable education.
Experience in a technical or customer-oriented role (e.g., Customer Success/Support or product management).
Technical understanding, ideally in dealing with SaaS solutions.
Excellent communication skills and enthusiasm for working with customers.
Solution-oriented mindset and