Job
In this role, you handle 2nd-Level inquiries about our product, resolve technical issues via remote support, escalate complex cases to 3rd-Level, and contribute to knowledge building and process improvement.
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Your role in the team
- You are the primary point of contact for our sales and service partners on product-related and technical questions, providing professional, reliable 2nd-level support.
- You handle and process phone inquiries from our customers, analyze the situation, and resolve many issues directly via remote support—quickly, systematically, and clearly.
- You route requests that you cannot resolve conclusively to our 3rd-level support, clearly compile all relevant information, and ensure that cases can be handled seamlessly.
- You document your cases comprehensively in our ticketing system, contributing to transparency, traceability, and the professional development of knowledge within Support.
- You actively contribute to the continuous improvement of our support processes and quality, share your observations and ideas, and help make technical support more efficient and customer-friendly, step by step.
Our expectations of you
Education
- Ideally, you have completed vocational training in a technical or medical field, or have a business background with experience in customer service.
Qualifications
- You’re tech-savvy, curious, and motivated to learn about new topics and technologies.
- You have a strong service orientation, excellent communication skills, and a tactful approach to working with customers.
- You have strong problem-solving skills and learn quickly, enabling you to tackle technical challenges efficiently and calmly.
Experience
- Initial experience with workflows in medical practices is nice to have, but not essential.
What we offer
- Corporate Benefits: Take advantage of attractive employee discounts and perks from a range of partners and providers.
- Attractive locations: In addition to fully equipped workstations, our locations offer regular events such as summer parties and Christmas celebrations.
- Development: Our in-house academy and portfolio of external partners support your professional development.
- Health: We place great value on health. Our in-house cafeteria offers a selection of delicious, healthy dishes every day, and we’d be delighted to welcome you to weekly classes (online & offline) in our fully equipped gym.
- There’s always more: The kindergarten on our CGM campus in Koblenz helps our employees make their working day even more flexible. We also offer you corporate benefits, the option of a company bike, occupational pension provision, and much more.
Benefits
Higher take-home pay
Food & drink
Job locations
About your employer
Graz, Innsbruck, Salzburg, Steyr, Wiener Neudorf, Martinsried, St. Pölten, Wien, Sankt Pölten, Asten, Linz, Erlangen, Idstein, Koblenz, Bochum, Hamburg
The CGM Clinical Österreich GmbH (formerly known as Systema Human Information Systems GmbH) is the largest provider of medical software in Austria. This company headquartered in Steyr/OÖ optimizes all doctor and organizational activities within hospitals and health care facilities with its integrated information services.
- 250+ Employees
- 1972
- German, English
- Established Company
- Onsite, Hybrid, Full Remote
- Healthcare, Social Sector · Internet, IT, Telecommunication
Employer reviews
- Working conditions
- 3.8
- Team culture
- 3.4
- Career growth
- 3.6
- Engineering
- 3.2
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