Customer Support Specialist | MedTech SaaS (w/m/d)

We are not just building software – we are creating an international health ecosystem, redefining healthcare.

Our platform connects patients, clinics, doctors, and partners in a single intelligent system, making something that has never existed before: continuous, data-secure, and personalized care around the clock.

To ensure our software is safe, reliable, and effective for use in clinical practice, excellent support is essential.

You are excited about structuring technical inquiries, developing processes, ensuring quality, and shaping a positive experience for our customers and users – then you're exactly right with us.

If you have a passion for genuine change, taking responsibility, and working on products that make a difference every day, then you'll feel at home with us.

Shape one of the most exciting transformation phases in the Digital Health area as our new Customer Support Specialist - MedTech SaaS (w/m/d).

Aufgaben

• Kundenanfragen bearbeiten: Receipt, structured categorization, and response to technical inquiries about our medical software platform – always in line with regulatory requirements for medical devices.
• Support & Anfragenmanagement: Ensuring a high-quality first-level support through our support software Repaircode from SQANIT, including prioritization, documentation, and follow-up of all support cases.
• Qualitätsanforderungen umsetzen: Participation in the implementation and further development of internal quality processes within the framework of ISO 13485 and MDR guidelines.
• Strukturelle & regulatorische Unterstützung: Development and scaling of support structures, creation of SOPs, and processing regulatory topics (e.g. vigilance, compliance).
• KPIs entwickeln & überwachen: Definition and regular evaluation of key performance indicators for measuring support quality, efficiency, and customer satisfaction, as well as deriving improvement measures.
• Schulungen & Trainings: Planning and conducting customer training with automated certification issuance to ensure safe and optimal software usage.
• Feedback-Management: Systematic recording and forwarding of customer feedback to product and quality management for continuous improvement.
• Repräsentation: Identification with our vision and professional representation of myoncare towards customers and partners.

Qualifikation

• You have a completed degree/education in the IT field or equivalent education.
• Experience in a technical or customer-oriented role (e.g. Customer Success/Support or Product Management).
• Tech-savviness, ideally in dealing with SaaS solutions.
• Excellent communication skills and enthusiasm for working with customers.
• Solution-oriented thinking and the ability to clearly explain technical concepts.
• Structured and proactive work style with a high level of self-initiative.
• Excellent German language skills (at least C2) and fluent English language skills (at least B2).

Benefits

• Competitive salary with performance-oriented development opportunities.
• Main office with various lunch options in immediate proximity.
• Collaboration in an international team – benefit from the exchange with colleagues from all over the world.
• Coffee and tea flat rate.
• Varying employee benefits.
• Promising networking opportunities with our sister companies sqanit (digital platform solutions) and CONVIEN (meeting & travel optimization) to support your professional development.
• Direct contact with decision-makers and flat hierarchies.

Contribute to the digitalization of healthcare and take a visionary step into the future!

Become part of the ONCARE Family and apply today with your complete application documents, including your earliest possible start date and salary expectations.

We look forward to you!

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