German-Speaking Tech Support Specialist

Glooko; Göteborgs kommun; Hybrid; SEK 420,000 - 540,000; Full time

Job summary

Glooko is seeking a Customer Support Specialist for German-speaking users on a parental leave cover of about 14 months. You will deliver timely technical support to patients, clinics, and partners in German, Swedish and English, triaging tickets and ensuring SLAs are met.

You’ll work closely with Product, Engineering and Commercial teams to improve the customer experience. You will document issues, contribute to the knowledge base, translate materials, and participate in training and events

Qualifications

• University degree or equivalent experience.
• Super-user skills with Mac and PC operating systems, Android and iOS.
• Fluent or native-level proficiency in German, English and Swedish.
• Experience with support tools and case management is a plus.

Responsibilities

• Triage inbound support tickets and resolve the majority within SLAs.
• Provide technical support to users including patients, clinics and partners.
• Troubleshoot and document issues, communicating workarounds clearly.
• Collect information on complaints, bugs and feature requests per regulations.
• Handle inbound calls according to queue planning.
• Collaborate with Product and Engineering to resolve issues.
• Share customer insights with support and commercial teams.
• Provide translations and ensure quality of translated materials.
• Offer training to stakeholders and participate in events.
• Suggest improvements to SOPs and ways of working.
• Support the team with ad hoc tasks and project activities.

Skills

Mac/PC

Android

iOS

German language proficiency

English language proficiency

Swedish language proficiency

Customer support mindset

Education

University degree or similar/relevant experience

Tools

Zendesk

JIRA/Confluence

Pendo

Salesforce

Job description

Glooko is seeking a Customer Support Specialist for German-speaking users on a parental leave cover of about 14 months. You will deliver timely technical support to patients, clinics, and partners in German, Swedish and English, triaging tickets and ensuring SLAs are met.

You’ll work closely with Product, Engineering and Commercial teams to improve the customer experience. You will document issues, contribute to the knowledge base, translate materials, and participate in training and events