IT Support Specialist (m/f/d)

Do you enjoy solving technical problems, can you keep track of multiple open issues, and can you explain complex relationships clearly?

Then this role might be a good fit for you.

At eHealth-Connect, we develop digital solutions for connected healthcare. Our products are used by various stakeholders in the healthcare sector – and this is exactly where you come in: You are an important point of contact for our customers when questions arise, processes don't run as expected, or technical support is needed.

This is not about classic call center support, but about truly understanding problems, systematically narrowing them down, and finding solutions together with our technical teams.

Why do we need this role?

As our products, customers, and use cases grow, so does the number of issues that need to be resolved quickly and reliably in daily operations. Therefore, we want to further professionalize our support and are looking for someone who systematically handles support cases, analyzes technical contexts, and ensures that our customers receive the right support quickly. At the same time, you are an important interface to our technical and business teams: you recognize recurring error patterns, prepare more complex cases clearly, and thus help us continuously improve our products and processes.

Why is the role exciting?

With us, you don't just process tickets according to a standard procedure.

Our solutions operate in a technically demanding environment and connect software, various systems, interfaces, and processes in healthcare. This means: behind a support request, there is sometimes a simple operational question – but sometimes also a technical puzzle. You will get to know our products and systems very well, work closely with development, deployment, and business departments, and over time develop a good feel for where a problem originates and how we can best solve it.

Tasks

What are your tasks?

• Receiving, logging, and processing support requests from our customers
• Assisting users with questions about the operation and processes of our products
• Analyzing and initially narrowing down technical and functional errors
• Checking error messages, process statuses, logs, and available system information
• Classifying and prioritizing support cases and monitoring agreed service levels
• Resolving known incidents using available documentation and workarounds
• Qualifying escalation of more complex cases to 2nd Level, Development, or responsible business departments
• Traceably documenting solutions and recurring error patterns in our knowledge base

Qualification

What helps you to be successful in this role?

Knowledge in the pharmacy, pharmaceutical, or healthcare sector is a plus, but not a prerequisite. What is most important to us is that you enjoy solving problems, work in a structured manner, and enjoy communicating with people.

• Experience in IT support, service desk, or technical customer support is an advantage
• Good technical understanding and a structured, analytical way of working
• Experience with ticketing systems and with handling error messages and logs
• High customer and service orientation as well as clear, friendly, and committed communication
• Very good German language skills, both written and spoken
• Knowledge of IT Service Management, for example according to ITIL v4, is desirable
• Basic knowledge of web applications, APIs, and JSON is an advantage
• Knowledge in the pharmacy, pharmaceutical, or healthcare sector is a plus, but not a prerequisite

It is more important to us how you approach problems, how you communicate, and whether you are eager to learn our products and technologies, than that you already fulfill every checkbox. The meaningful use of AI in everyday work is also explicitly encouraged here and is already part of our way of working.

About eHealth-Connect

We develop software and digital solutions for modern, connected healthcare. Our technologies connect different stakeholders and systems in healthcare and contribute to making digital care easier, more secure, and more usable.

We work at the interface between modern software development, telematics infrastructure, and new digital care concepts.

We work hybrid and have a modern office in Berlin-Mitte, which we use as a place for collaboration, exchange, and joint team days.

Sounds like something that could be a fit for you?

Then get in touch with us. Whether with a CV or just a few sentences about who you are, what you have done so far, and why you are interested in the role – we primarily want to get to know you.

We look forward to hearing from you.

Find Jobs in Germany on Arbeitnow