Customer Support Specialist – B2B SaaS

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Vivecti Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Vivecti Group is an integrated performance partner for healthcare providers that combines procurement services, SaaS-based supply- and inventory-management software, data analytics, and specialized consulting and management services. Founded as a hospital purchasing cooperative, the group now offers technology-enabled cost and process optimization (including scanner-based inventory systems, AI-supported master-data management and analytics), clinical and technical asset optimization, interim and top-management services, and a marketplace for food and medical supplies across multiple countries. Vivecti serves hospitals, clinics and other care providers with B2B, enterprise-grade solutions aimed at improving efficiency, reducing material and maintenance costs, and enabling data-driven decisions in healthcare operations.

📋 Description

• Technical initial qualification and analysis of incoming tickets (1st-level support), including assessment of error messages, process logic and system behavior • Independent handling of technical customer inquiries in the Cockpit (SaaS): from functional questions to reproducing technical issues • Close collaboration with departments such as Product Development, Professional Services and Engineering, especially for technical clarifications • Support during Post-GoLive by taking over customers' technical follow-up questions and coordinating with PS teams • Monitoring technical support KPIs and deriving optimization measures • Contributing to ticket system automation: workflows, routing, classification logic • Working on the AI bot: structuring technical content, creating and maintaining relevant knowledge entries • Maintaining the knowledge base (technical FAQs, guides, troubleshooting steps) • Participating in workshops to further develop our technical support processes

🎯 Requirements

• Initial experience or strong willingness to learn in technical support for SaaS solutions • Ability to quickly grasp technical relationships, analyze errors logically and document reproducible steps • Understanding of topics such as data flows, user permissions, interface behavior, configurations and system logic • Ability to explain technical content clearly — for customers and internal teams • Enjoy working with new technologies, AI-powered tools and digital processes • Analytical thinking, structured problem-solving and a strong quality orientation

🏖️ Benefits

• Modern office space or the option to work from home • Up-to-date work equipment • Company pension scheme • Corporate benefits • Tailored training and development that enhances your technical expertise and personal growth • Comprehensive onboarding — you will learn the individual departments and business processes; a mentor will guide you through the onboarding process • Access to over 4,000 sports and wellness facilities at discounted corporate rates via our partner EGYM WELLPASS, or lease a JobRad (company bike)