We have revolutionized allergy diagnostics and have been operating successfully in more than 90 countries for over 9 years with our diagnostic products and patented technologies. Our products help clarifying allergies in a single step – for humans and animals alike. Allergies are diagnosed in a highly specific manner so that patients receive help by their specialist in no time. We increase quality of life, enable personalized treatment, advance research and relieve our health system.
First point of contact for customer inquiries via email, phone, chat and ticketing systemDiagnosis 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 performanceContinuous maintenance of the internal knowledge base (FAQs, troubleshooting guides, templates)Act as "the voice of the customer," advocating for usability improvements and feature enhancementsCoordination with second‐level experts for advanced troubleshooting and follow-upParticipation in functional testing of new software releases providing clear, structured feedback
Completed scientific and/or technical education and/or relevant professional experienceBackground in customer service, helpdesk, training support, or similar customer-facing rolesNice to have: Experience with medical devices, laboratory workflows, or healthcare IT systems advantageousGood knowledge of Windows, MS Office 365, basic networking, and remote support toolsStrong problem-solving skills and structured working styleAbility to break down technical issues into simplified explanationsProficient in English and French, additional languages (e.g. German) advantageous
A permanent full-time position (part-time also possible), flexible working hoursAnnual pass for Vienna's public transport and Sodexo vouchersCollaboration with people who care about human and veterinary patients alikeAn environment where you feel empowered to ask questions, make requests and offer ideasAn atmosphere of sustainability, equity, diversity, inclusion, and mutual respectFor the cooperation in our team, we offer a payment in line with collective agreement ("Handwerk und Gewerbe") based on a full-time position. Your actual salary depends on your previous experience and qualifications. Ready to become part of the MADx team? Apply now!
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