Jobs at PartnerHero

The Role

• We are currently looking for a motivated German Technical Support Associate to support a new partner in the Medical Field. This new partner is passionate about helping people! Their mission is to democratize healthcare by making medical imaging accessible to everyone around the world. To support this team, we are searching for candidates who have strong customer support skills, excellent communication skills, a passion for healthcare, and the ability to provide customers with personalized support through phone, email, and chat.
• In this role you should enjoy thriving in dynamic and flexible environments, taking ownership of our partners’ brands, product, and opportunities, and using their creative problem-solving abilities to go above and beyond expectations.

What You’ll Do:

• Providing excellent, friendly and positive customer service via email, chat and/or phone
• Helping customers solve problems with strong troubleshooting, reading comprehension and problem-solving skills
• Analyzing recurring customer issues and creating insight reports to help our Partners make their businesses better 
• Answering pre-sales questions and qualifying leads to sales
• Helping customer with their payment process
• Able to work independently and collaboratively 

What We Expect From You:

• Excellent English and German - both written and verbal communication skills
• Action-oriented with strong organizational, analytical, and problem-solving skills
• Adaptability toward rapid changes
• Attentiveness and empathy towards clients
• Ability to multitask and learn new workflows
• Team player
• Great customer service skills via phone, chat, and email
• Knowledge about Ultrasound and medical imaging is a huge plus. Nurses, medical students, and sonographers are very welcome to apply!

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The Role

• We are looking for technical support / customer support representatives to work from home and interface with customers via email and/or via the internet.  These roles require proficiency in the German language (speech and written). In this role, you will provide customer support and resolution of issues and questions regarding our Partner’s online product.  This is a REMOTE ROLE.

What you’ll do:

• Manage customer interactions with empathy, ease, and efficiency.
• Communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions to ensure they have great customer service experience.
• Resolve technical issues related to software / Partner’s product.
• Analyze recurring customer issues and document accordingly.
• Escalate any issues as required to necessary departments/groups to ensure a prompt resolution.
• Refer to premade scripts for a variety of technical support / customer service topics.

What we expect from you:

• Excellent English skills - spoken and written (EFSET results from C1 or C2 level)
• Proficiency in the German language (speech and written).
• Up to 2 years of customer service experience.
• Up to 1 year providing product support, preferably software support.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Strong problem-solving skills with the ability to ask probing questions to come to a resolution.
• Strong conflict resolution skills and even temperament in challenging situations.
• Strong computer navigation skills and PC knowledge.