Job Description

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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!

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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.

Requirements

+ 3+ years in a customer support or customer success role (ideally in SaaS). + Previous experience supporting

B2B SaaS customers.

+ Previous experience using

ticketing or support request management tools

(EG HubSpot, Zendesk etc.).
+ Familiarity with agile, startup, or scale-up environments.
+ Experience working in multilingual or international teams.
+ Experience with support metrics (CSAT, NPS, first-response time, etc.).
+ Additional Languages are a bonus.
+ Proficiency in English and German is required.

Benefits

+ 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 will 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 will play a key role in a growing team, helping to shape the future of customer support at Ikerian AG.
+ Opportunities for career advancement and professional development within the company.