Second Level Support (m/w/d)

Join to apply for the Second Level Support (m/w/d) role at Sanitätshaus Aktuell AG

We are looking for a Second Level Support to join our team. As a Second Level Support at Sani-Aktuell, you will take on a central interface function between our sales team and technical development. You will be the expert who supports customers in using our products and services optimally, especially in situations where competence gaps or product features pose a challenge.

Responsibilities

• Take over complex technical inquiries from the first level (sales)
• Detailed analysis of customer problems and needs
• Development of individual solution approaches for product-specific challenges
• Training and empowerment of customers in handling our products

Interface Management

• Closely working with the sales team to identify customer needs
• Communication of technical limitations and possibilities to sales
• Forwarding product improvement suggestions to the development team
• Support in preparing technical presentations and demos

Product Expertise and Consulting

• In-depth consulting on product selection and configuration
• Identification of workarounds for existing product limitations
• Development of best practices for product use
• Creation of documentation and guides for recurring problem areas

Quality Assurance and Feedback

• Documentation of frequent customer problems and their solutions
• Analysis of support trends for product improvement
• Participation in the development of new features based on customer feedback
• Continuous improvement of support processes

Your Profile

Professional Qualifications

• Completed training in the technical or commercial sector
• Several years of experience in technical support or customer service
• In-depth knowledge in the sanitation or healthcare sector is an advantage
• Proven technical understanding and problem-solving skills

Personal Characteristics

• Excellent German communication skills in writing and speaking
• Empathy and patience in dealing with customers of different competence levels
• Analytical thinking and structured working methods
• Teamwork and interface competence
• High service orientation and customer focus

Technical Skills

• Safe handling of CRM and ticketing systems
• Basic knowledge in data analysis and reporting
• Experience with remote support tools
• MS Office skills (Excel, PowerPoint, Word)

Why Us?

• A central role in a dynamic team with direct customer contact
• Opportunity to actively participate in our product development
• Diverse tasks at the interface between technology and sales
• Continuous training opportunities
• Attractive salary and social benefits
• Flexible working hours and modern workplace equipment

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