Technical Support L1-L2 / Medical Domain Call Center

At SYONIC, we develop icMED, one of the most widely used digital platforms in HealthTech in Romania, which supports thousands of doctors and clinics in their daily activities.

We are looking for empathetic and detail-oriented colleagues to join our HelpDesk / Call Center team, which provides technical support to icMED users - doctors, clinics, and medical cabinets, in the daily use of the platform.

You will be the first point of contact for our users, providing technical support and guidance for icMED products and contributing directly to customer satisfaction.

Responsibilities

• Handling calls, messages, and emails received from users

• Providing information, assistance, and guidance for the correct use of icMED products

• Diagnosing and resolving technical problems at level L1 (setup, configuration, functionality, integration)

• Efficiently redirecting complex cases to specialized teams

• Supporting customers in implementing new features and conducting mini-training sessions when necessary

• Documenting interactions and solutions correctly in CRM

• Collaborating with support and QA teams for continuous improvement of the user experience

• Maintaining a high level of customer satisfaction through professional communication, empathy, and patience

Requirements

• Experience in using icMED or other medical information systems

• Excellent communication skills, both written and verbal

• Ability to analyze and quickly resolve technical problems

• Orientation towards clients and solutions, autonomous work, and organization

• Ability to manage multiple requests and priorities simultaneously

• Empathy and patience in customer relationships - the key to high-quality support

• Basic knowledge of PC, networks, and software applications

What We Offer

• A friendly, dynamic, and professional team

• Office work program in Timișoara - 08:00-20:00 (Monday-Friday) and 09:00-13:00 (Saturday) every other month *No remote work possibility.

• Occasional travel to medical conferences and events where we meet with customers

• Real opportunities for promotion in Implementation, Sales, or Support departments level 2/3

• Initial training and constant support throughout the learning process

• Competitive salary package and benefits adapted (tickets, medical insurance)

If you want to be the first point of contact for icMED users and bring rapid and efficient solutions, send your CV to , with the subject