Job
In this role, you gather knowledge from various sources, prepare it for AI systems, oversee the approval process, and regularly check the quality of AI responses to enhance customer support.
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Job technologies
Your role in the team
- Gather knowledge from tickets, phone calls, conversations with subject matter experts, and existing documentation, and structure it so that AI systems can provide reliable, accurate answers.
- Own the approval process: subject-matter review, approval, versioning, and expiration dates.
- Develop topics once and use them multiple times: as FAQ articles in the Help Center, as scripts for explainer videos, and as knowledge entries for the AI, keeping them up to date after every release.
- Analyze where the AI fails and where knowledge is lacking, review ticket and telephony data for recurring patterns, and derive concrete actions from the findings.
- Spot-check AI responses, classify errors, and initiate corrections with the system owners.
- Regularly report on resolution rate, coverage, quality, and trending topics to department heads and executive management.
- Contribute to Technical Support (1st and 2nd level) and application consulting, and stay up to date on new developments by participating in product and release meetings.
Our expectations of you
Education
- Helpful, but not required: experience with customer education or self-service, including the associated metrics; with Knowledge-Centered Service (KCS); with ERP systems such as NetSuite or telephony systems such as Aircall; knowledge of the German healthcare system, statutory health insurance billing, or the telematics infrastructure; or experience in regulated environments, such as data protection or medical devices.
Qualifications
- Confident handling of data, for example using SQL, Excel, or BI tools.
- German at C2 level, both written and spoken, as you write knowledge base articles for customers and speak with them on the phone.
- Enjoy making complex software easy to understand for non-technical people.
- Self-motivation, perseverance, and a strong commitment to quality, as the role is not driven by day-to-day operations.
Experience
- At least three years of experience in technical support at a software or SaaS company, handling cases independently.
- Experience in established support organizations: tier and escalation models, SLAs, ticketing systems, and coordination between 1st, 2nd, and 3rd level support.
- Experience building and maintaining knowledge bases, ideally for AI or chatbot systems.
- Practical experience with LLM-based systems: prompting, a basic understanding of RAG, and evaluating response quality.
What we offer
- 30 days of vacation to recharge.
- 40-hour workweek with digital time tracking.
- Hybrid working, in the office in Berlin-Charlottenburg from Tuesday to Thursday, working remotely on Mondays and Fridays.
- Company Day once a week with a team lunch.
- Deutschlandticket and retirement provision: Ticket negotiable, plus company pension scheme.
- Corporate benefits: Discounts at many brands.
- Impact you can see: Resolution rates and self-service usage show you directly how your work makes a difference.
Benefits
Work-Life-Integration
Higher take-home pay
Health, fitness & fun
Food & drink
Topics you will work on
Job locations
About your employer
Epikur is a software company founded in 1999 that develops innovative solutions for the healthcare sector. Our products support physicians and psychotherapists in the efficient organization of their practice, facilitate data collection and can also be used in the education and training of professionals.
- 50-249 Employees
- 1999
- Digital Agency
- Hybrid, Onsite
- Internet, IT, Telecommunication
Employer reviews
- Career growth
- 3.9
- Working conditions
- 3.6
- Engineering
- 3.3
- Team culture
- 3.8
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