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 never existed before: continuous, data-secure, and personalized care around the clock.

To ensure our software is safe, reliable, and effective for clinical use, 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 the desire to drive real change, take responsibility, and work 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 answering of technical inquiries to 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: Contributing to the maintenance and development of internal quality processes in accordance with ISO 13485 and MDR guidelines.
• Strukturelle & regulatorische Unterstützung: Developing and scaling support structures, creating SOPs, and handling regulatory topics (e.g., vigilance, compliance).
• KPIs entwickeln & überwachen: Defining and regularly evaluating key performance indicators to measure 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 collection and forwarding of customer feedback to product and quality management for continuous improvement.
• Repräsentation: Identifying with our vision and professionally representing 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 degree 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 discounts.
• Highest-quality 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.

Join 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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