About this role
In this role, you will be the first point of contact for our existing customers in support and will help ensure the smooth operation of our solutions. You will be part of our Customer Service team and work closely with other departments such as Consulting, Sales, Product Management, and Development.
This position is a great fit for you if you enjoy written and verbal communication, approach customer inquiries with a solution-oriented mindset, and have strong IT knowledge. We are happy to support you with personalized training to fill any knowledge gaps and will of course provide thorough onboarding for our software.
What you will do:
• You will be primarily responsible for 2nd level support
• You will regularly communicate the status of tickets to our customers and coordinate maintenance windows for further activities as needed
• You will support our customers with application errors and issues in areas such as care, medication prescription, billing, and duty scheduling processes
• You will regularly connect remotely to customers' IT systems for error analysis or troubleshooting
• You will conduct detailed analyses of Microsoft SQL database processes, Windows server processes, and printing processes in the event of printing issues, and correct data in the SQL customer databases using Microsoft SQL Server Management Studio if needed
• You will analyze and resolve issues in various interfaces (pharmacy interfaces, financial accounting interfaces such as K5 or BMD, interfaces for nursing home billing with regional governments, ELDA interfaces, kitchen solution interfaces, care solution interfaces, other interfaces to regional governments, health insurance billing interfaces, etc.)
• You will analyze and resolve reporting issues for our customers using SQL and the development tool "List & Label"
• You will install missing application components as needed for troubleshooting
• You will be responsible for documenting all correspondence with our customers as well as the analyses and solutions you provide in the internal ticket system
• You will analyze and resolve errors in our mobile applications (smartphones, tablets)
• You will regularly communicate with the development department, including for bug fixing
- A completed IT education
- At least 3 years of experience in software support
- You have experience in client administration, standard applications (Windows Server, Internet Information Services, etc.), and a solid foundation in networking (administration, VPN connections, etc.)
- You have excellent Microsoft SQL knowledge and a strong understanding of SQL database processes
- You have experience with mobile applications
- You have strong numerical affinity when it comes to finding solutions in accounting processes.
- You enjoy customer interaction and have good communication skills
- You are a team player, work independently, and have a precise working style
- You enjoy working independently and are reliable
- Experience with care management workflows in social institutions or in accounting is a plus
- Very good German skills, both written and spoken (at least C1 level)
- Basic English skills are desirable
- A responsible role with purpose: our software products enable our customers to focus on improving the lives of their clients by giving them more time for care and support
- Exciting, challenging tasks in a dynamic, future-oriented environment
- Flexible working hours and a hybrid working model so that you can continue to organise your day flexibly
- A culture of appreciation and a harmonious working atmosphere in a growing, international company with opportunities to get involved
- A creative working environment, flat hierarchies and short decision-making processes
- Attractive remuneration models, a permanent employment contract and an employer contribution to your company pension scheme
- Access to corporate benefits, JobRad leasing and other mobility offers such as the fully financed Germany railway ticket