Service Coordination – Ticket Control Specialist

🕒 July 16

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ZEISS VisioGen

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

Healthcare • Artificial Intelligence • SaaS

ZEISS VisioGen is a human-verified, AI-driven patient communication platform purpose-built for ophthalmology clinics. It captures patient inquiries 24/7 (via website chat), generates tailored draft responses with AI, and requires review and approval by a ZEISS-trained optometrist before any message is sent. The system emphasizes clinical safety, consistency, lead capture, reduced staff workload, HIPAA-aligned privacy, and measurable conversion improvements; it was introduced globally at ASCRS 2026 and is actively deployed across US ophthalmology practices.

📋 Description

• Monitor customer support channels throughout assigned shifts. • Create, validate, and maintain support tickets for every customer interaction. • Perform structured initial assessment using approved troubleshooting guidelines. • Evaluate incidents based on business and patient impact. • Assign tickets to appropriate resolver groups. • Coordinate critical incidents by engaging resolver teams. • Serve as the primary communication point for customers. • Monitor support performance by tracking various SLAs. • Review technical completion notes before closing tickets. • Maintain accurate support records and prepare reports on various metrics. • Support planned customer implementations by coordinating with specialists.

🎯 Requirements

• Bachelor's Degree in Business, Information Technology, Healthcare, Operations, or a related discipline. • 2–5 years of experience in: • Service Desk • Customer Support • Technical Support • Service Operations • Incident Management • Command Center Operations • IT Service Management • Experience working with ticket management systems. • Experience operating within SLA-driven support environments. • Excellent written and verbal English communication skills. • Experience supporting international customers is preferred. • Experience in SaaS, Healthcare, MedTech, or regulated industries is an advantage. • ITIL Foundation or Service Management certifications are desirable but not mandatory.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options