Job
- Level
- Experienced
- Job Field
- IT, Network, Support
- Employment Type
- Part Time/Full Time
- Contract Type
- Permanent employment
- Location
- Vienna
- Working Model
- Onsite
Job Summary
In this role, you handle customer inquiries about software, hardware, and network issues, document solutions in the CRM, and continuously support user experience improvements through feedback and testing of new software.
Job Technologies
Your role in the team
- First point of contact for customer inquiries via email, phone, chat, and ticketing system.
- Diagnosis and resolution of basic software, hardware, and network issues (Wi-Fi, VPN, DNS).
- Management and documentation of customer requests in the CRM, ensuring SLA compliance and supporting KPI performance.
- Continuous maintenance of the internal knowledge base (FAQs, troubleshooting guides, templates).
- Act as 'the voice of the customer,' advocating for usability improvements and feature enhancements.
- Coordination with second-level experts for advanced troubleshooting and follow-up.
- Participation in functional testing of new software releases providing clear, structured feedback.
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Our expectations of you
Education
- Completed scientific and/or technical education and/or relevant professional experience.
Qualifications
- Background in customer service, helpdesk, training support, or similar customer-facing roles.
- Good knowledge of Windows, MS Office 365, basic networking, and remote support tools.
- Strong problem-solving skills and structured working style.
- Ability to break down technical issues into simplified explanations.
- Proficient in English and French, additional languages (e.g., German) advantageous.
Experience
- Nice to have: Experience with medical devices, laboratory workflows, or healthcare IT systems advantageous.
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Benefits
Work-Life-Integration
Job Locations
Topics that you deal with on the job
This is your employer
MacroArray Diagnostics GmbH
MacroArray Diagnostics GmbH (MADx) provides an allergy test that is claimed to be superior, more efficient, and user-friendly compared to competitors. We also offer a complete value chain from test materials to evaluation, including the necessary hardware and software. Our cloud-based interpretation software RAVEN ensures real-time analysis.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Technical Support Specialist
- Location
- Vienna
- Working Model
- Onsite
- Diversity
- Open for all genders
