Technical Support Specialist (f/m/d)

We have revolutionized allergy diagnostics and have been operating successfully in more than 90 countries for over 9 years with our diagnostic products and patented technologies. Our products help clarifying allergies in a single step - for humans and animals alike. Allergies are diagnosed in a highly specific manner so that patients receive help by their specialist in no time. We increase quality of life, enable personalized treatment, advance research and relieve our health system.

• First point of contact for customer inquiries via email, phone, chat and ticketing system

• Diagnosis and resolution of basic software, hardware, and network issues (Wi Fi, VPN, DNS)

• Management and documentation of customer requests in the CRM, ensuring SLA compliance and supporting KPI performance

• Continuous maintenance of the internal knowledge base (FAQs, troubleshooting guides, templates)

• Act as "the voice of the customer," advocating for usability improvements and feature enhancements

• Coordination with second level experts for advanced troubleshooting and follow-up

• Participation in functional testing of new software releases providing clear, structured feedback

• Completed scientific and/or technical education and/or relevant professional experience

• Background in customer service, helpdesk, training support, or similar customer-facing roles

• Nice to have: Experience with medical devices, laboratory workflows, or healthcare IT systems advantageous

• Good knowledge of Windows, MS Office 365, basic networking, and remote support tools

• Strong problem-solving skills and structured working style

• Ability to break down technical issues into simplified explanations

• Proficient in English and French, additional languages (e.g. German) advantageous

• A permanent full-time position (part-time also possible), flexible working hours

• Annual pass for Vienna's public transport and Sodexo vouchers

• Collaboration with people who care about human and veterinary patients alike

• An environment where you feel empowered to ask questions, make requests and offer ideas

• An atmosphere of sustainability, equity, diversity, inclusion, and mutual respect

For the cooperation in our team, we offer a payment in line with collective agreement ("Handwerk und Gewerbe") based on a full-time position. Your actual salary depends on your previous experience and qualifications. Ready to become part of the MADx team? Apply now!

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