Customer Care Specialist

🕒 il y a 2 mois

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Jacobian

Site WebLinkedInTous les Emplois

51 - 200 employés

🏥 Santé

🤖 Intelligence artificielle

☁️ SaaS

💰 €24 500 000 Series C en 2024-05

Healthcare • Artificial Intelligence • SaaS

Jacobian est une entreprise de technologie de la santé qui propose des solutions de rédaction de rapports de radiologie et de flux de travail diagnostique alimentées par l'IA. Issue de la fusion de Fluency for Imaging et Smart Reporting, elle combine la reconnaissance vocale éprouvée, la structuration de rapports et l'IA générative pour rationaliser les flux de travail des radiologistes, améliorer la précision et la rapidité des rapports, et s'intégrer aux systèmes PACS/RIS/EMR via HL7 et FHIR.

Description

• Primary point of contact for clinical customers (e.g., radiology, oncology) for all questions about our software solutions • Receive and analyze incoming support requests, and accurately determine whether they are technical errors or issues related to clinical workflows or system usage • Develop workarounds and assist customers in optimally integrating the software into their hospital routines • Work closely with the technical team, prepare error reports in a structured way, and manage customer communication until resolution • Build the support infrastructure from the ground up: ticketing system, SLA documentation, escalation processes, and knowledge base • Create and maintain SOPs and self-service resources to automate recurring inquiries • Identify patterns in customer requests and communicate them in a structured manner to product and clinical teams

🎯 Exigences

• You have at least 3 years of professional experience in Customer Success, for example in application support, implementation or project management, or consulting with direct customer contact • Professional background in hospital IT or the healthcare SaaS environment • Basic understanding of clinical workflows, ideally in radiology • Familiarity with medical software such as RIS, PACS, or KIS (hospital information system / HIS) • You have experience building or improving support processes • Structured, self-organized working style in a dynamic, growth-oriented environment • You have fluent German and English skills (at least B2)

🏖️ Avantages

• Work on a meaningful product that positively impacts healthcare and people’s lives • A positive, highly qualified, international team • Individual training budget to support your professional development • Job ticket, company bike (Jobrad), corporate benefits portal, Wellpass, and additional benefits • Flexible working hours and up to 100% remote work within Germany possible