Support Specialist in Eltville bei Nordhealth

Who are we?

Nordhealth’s mission is to build software that improves the daily lives of healthcare professionals. We build software that empowers veterinary and therapy professionals to provide the best possible care experiences to their patients. Our products are used daily by over 50,000 professionals in clinics and hospitals across 30+ countries. We excel with 20+ years of experience in healthcare and veterinary software.

We understand that talent comes from everywhere and anywhere. The greater our diversity, the better the products we deliver. That’s why we are a remote-first company, headquartered in Helsinki, Finland, with all 400+ employees working either remotely or from collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in our other markets too, especially in Europe and North America (more at our website nordhealth.com.)

About the role

We are here to create great healthcare products. That’s at our very core, but it’s the people who make companies great, not the other way around. We spend more time with our co-workers than anyone else in our lives. Being part of an exceptional team is not only important for your personal mindfulness but key for your professional progression.

At Vetera, one of our core veterinary software, customer service is more than just a specific role. Our customer service representatives are an integral part of our company culture and define how we interact with our customers.

Become part of our team and independently advise our customers on the optimal use of the leading practice software, Vetera, after an intensive training phase. Your success will be reflected in the long-term satisfaction of our customers!

Your key responsibilities include:

• Handling customer inquiries: Responding to customer questions via phone, email, and chat efficiently and effectively.

• For complex technical and specialist questions (IT helpdesk), you will receive assistance from our in-house veterinary colleagues and software experts

• Continuous development of our database for internal knowledge transfer

• Problem resolution: Identifying and resolving customer issues related to technical or product concerns.

• Documentation of interactions: Recording all interactions and actions taken in the customer management system.

• Adherence to SLAs (Service Level Agreements): Ensuring all customer inquiries are processed according to set service standards and within appropriate time frames.

• Training participation: Regularly attending training sessions and workshops to improve skills and knowledge.

What will help you to be successful in this role?

• Knowledge of (veterinary) practice workflows or extensive experience in customer support, call center, or similar

• Ability to understand the needs of users

• Enjoyment in communicating with customers over the phone

• IT affinity with good knowledge of Microsoft applications

• Structure, commitment, and reliability

• Strong communication skills: Proficient ability to communicate clearly and understandably, both in writing and verbally.

• Customer orientation: Strong focus on customer service and the ability to empathetically address customer needs.

• Problem-solving skills: Ability to quickly identify problems and develop effective solutions.

• Stress resilience: Capability to work precisely and efficiently under pressure.

• Flexibility and adaptability: Willingness to quickly adapt to new situations and changing requirements

What’s in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment.

In addition, we offer:

• A permanent contract in a medium-sized company in the Rhine-Main area that has been successfully developing and distributing software solutions for 30 years

• You will work in a friendly and collegial team, and your work will be rewarded with an attractive salary and all the statutory benefits offered in Germany

• Learning and professional growth opportunities

• The tools you need, and enjoy using

• Frequent company events and talented colleagues from around the world

• Parking directly in front o