Customer Support Specialist (m/w/d)

About POTTHOFF + PARTNER

Since 1985, POTTHOFF + PARTNER has been a leading developer of healthcare software, supporting clinics in Germany and German-speaking regions in digitizing their operational workflows. Our motivation comes from delivering smart clinic software, well-thought-out processes, and genuine collaboration built on mutual respect. Beyond software development, we guide clients through software implementation—from organizational planning to end-user training—resulting in our practical, effective, and humane KOS integrated concept.

We are part of the synava Group, a consortium of Health-IT companies driving digital healthcare advancements overall.

Role Overview

If you have previous support experience, excel at conveying technical details clearly, and are proactive in contributing to improvements rather than just reacting, this opportunity fits you well. As a member of our Support Team, you will serve as the primary professional contact for our clients, playing a key role in ensuring reliable processes, satisfied users, and high-quality service.

Key Responsibilities

• Act as the initial point of contact for users via tickets, email, and occasionally phone.
• Handle user inquiries methodically, independently, and with a solutions-focused approach.
• Diagnose typical software and user issues, delivering dependable first-line solutions.
• Explain technical information clearly, calmly, and understandably.
• Escalate complex cases systematically to the third-level support team.
• Accurately document requests, resolutions, and workflows within the ticketing system.
• Contribute actively to maintaining consistent service standards and user satisfaction.

Candidate Qualifications

• Completed vocational training or equivalent work experience in IT, support, or service domains.
• Initial professional exposure to customer or IT support, helpdesk, or similar customer service roles.
• Solid foundational knowledge of software, IT systems, and digital tools.
• Preferably experienced with ticketing systems or comparable support software.
• Excellent proficiency in German language, both spoken and written.
• Ability to work solution-oriented, stay composed during complex issues, and take responsibility.

Benefits

• Opportunities for ongoing education and professional growth to continuously enhance your skills.
• Company-supported Jobbike program.
• Health promotion initiatives including regular wellness impulses and smart tools to boost your wellbeing.
• Tax-free voucher card for personal enjoyment, from shopping to dining experiences.

Additional Information

Your contacts at the company are Markus Potthoff and Peter Wegmann.

We foster an inclusive work environment as a core value. At synava Group, individual abilities, diverse experiences, and perspectives are highly appreciated, regardless of gender, origin, disability, belief, sexual orientation, or age.