Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Vettelschoß
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will analyze and resolve complex customer inquiries, develop tailored solutions, and train customers on our products while closely collaborating with the sales team.
Job Technologies
Your role in the team
- Your role as a bridge between sales and technology
- As a Second Level Support at Sani-Aktuell, you will assume a central interface role between our sales team and the technical development.
- You are the expert who assists customers in making the most of our products and services—especially in situations where skill gaps or product features pose a challenge.
- Handling complex technical inquiries from First Level (Sales)
- Detailed analysis of customer issues and needs
- Development of customized solutions for product-specific challenges
- Training and empowering customers in the use of our products
- Close collaboration with the sales team to identify customer needs
- Communication of technical limitations and possibilities to the sales team
- Forwarding product improvement suggestions to the development team
- Support in preparing technical presentations and demos
- In-depth consulting on product selection and configuration
- Identification of workarounds for existing product limitations
- Development of best practices for product usage
- Creation of documentation and guides for recurring issues
- Documentation of common customer issues and their solutions
- Analysis of support trends for product improvement
- Contribution to the development of new features based on customer feedback
- Continuous improvement of support processes
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Our expectations of you
Education
- Completed vocational training in a technical or commercial field
Qualifications
- In-depth knowledge of the medical or healthcare industry is an advantage.
- Strong technical understanding and problem-solving skills
- Excellent German communication skills, both written and spoken
- Empathy and patience when dealing with customers of different skill levels
- Analytical thinking skills and a structured work approach
- Teamwork and interface competence
- High service orientation and customer centricity
- Proficient in CRM and ticketing systems
- Basic knowledge in data analysis and reporting
- MS Office skills (Excel, PowerPoint, Word)
Experience
- Several years of experience in technical support or customer service
- Experience with remote support tools
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What we offer
- Central role in a dynamic team with direct customer contact
- Opportunity to actively participate in the development of our product
- Versatile tasks at the interface between technology and sales
- Continuous opportunities for professional development
- Attractive compensation and social benefits
- Flexible working hours and modern workplace equipment
- You work in the office two days a week - with the flexibility to choose between our locations in Cologne and Vettelschoß.
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Benefits
Work-Life-Integration
Job Locations
This is your employer
Sanitätshaus Aktuell AG
Sanitätshaus Aktuell AG is a renowned company in the healthcare sector, acting as the central hub for a nationwide group of medical supply stores. With over 35 years of experience, the company provides support to its franchise partners in areas such as rehabilitation technology and homecare services.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Healthcare, Social Sector
Second Level Support
- Location
- Vettelschoß
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
