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 system
* Diagnosis 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 performance
* Continuous maintenance of the internal knowledge base (FAQs, troubleshooting guides, templates)
* Act as "the voice of the customer," advocating for usability improvements and feature enhancements
* Coordination with second level experts for advanced troubleshooting and follow-up
* Participation in functional testing of new software releases providing clear, structured feedback
* Completed scientific and/or technical education and/or relevant professional experience
* Background in customer service, helpdesk, training support, or similar customer-facing roles
* Nice to have: Experience with medical devices, laboratory workflows, or healthcare IT systems advantageous
* Good knowledge of Windows, MS Office 365, basic networking, and remote support tools
* Strong problem-solving skills and structured working style
* Ability to break down technical issues into simplified explanations
* Proficient in English and French, additional languages (e.g. German) advantageous
* A permanent full-time position (part-time also possible), flexible working hours
* Annual pass for Vienna's public transport and Sodexo vouchers
* Collaboration with people who care about human and veterinary patients alike
* An environment where you feel empowered to ask questions, make requests and offer ideas
* An atmosphere of sustainability, equity, diversity, inclusion, and mutual respect
For 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!
JBRP2_AT