Support Analyst assisting customers with addressing issues on the Xelix platform. Collaborating with multiple internal functions for effective problem resolution and customer support.
About the role
- 2nd level Support Engineer supporting healthcare professionals and 1st-level teams. Analyzing technical issues and collaborating with international teams in technology-driven solutions.
Responsibilities
- Provide friendly and competent technical support to 1st-level teams and healthcare professionals
- Analyze and troubleshoot technical issues reported by 1st-level support and customers
- Reproduce reported issues in the test environment in collaboration with the software verification team
- Escalate cases through the 3rd-level support process and work closely with software engineers
- Partner with IT and Production support teams to identify and resolve cross-functional issues
- Document issues, solutions, and progress in the appropriate tracking systems
- Share market and group company feedback with marketing and product management to support continuous product improvement
Requirements
- Experience supporting PC desktop applications, mobile apps, and Bluetooth-enabled products
- Strong knowledge of Microsoft technologies, Windows operating systems, and mobile operating systems
- Ability to read and interpret log files with strong analytical skills to identify root causes
- A proactive, solution-oriented mindset with the ability to work independently
- A collaborative team player with strong communication and interpersonal skills
- Patient, professional, and committed to delivering high-quality support
- Fluent in English and German; additional languages are an advantage
Benefits
- Flexible hybrid working model
- A wide range of training opportunities for professional and personal development
- Exceptional growth opportunities with individual development plans
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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