Customer Support Specialist (f/m/d) - Italian speaking

We have revolutionized allergy diagnostics and have been operating successfully in more than 90 countries for over 10 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.

We offer:

• 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

We need you to:

• Act as the first point of contact for customer inquiries via email, phone, chat, and ticketing systems.

• Diagnose and resolve basic software, hardware, and network issues.

• Manage and document cases in our CRM, ensuring SLAs are met and contributing to support KPIs.

• Keep our knowledge base fresh (FAQs, troubleshooting guides, templates) so everyone gets faster, better answers.

• Be the “voice of the customer” by identifying recurring issues, suggesting usability improvements, and advocating for feature enhancements.

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

• Participate in functional testing of new software releases and provide clear, structured feedback.

• Be the friendly and reliable tech problem-solver for our partners worldwide by troubleshooting real issues, documenting solutions, and sharing insights that improve our products and user experience.Your profile:

• Technical/scientific education or equivalent hands-on experience, with a strong interest in IT and troubleshooting.

• Curiosity about technology and a structured approach to problem-solving (you enjoy figuring things out).

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

• Comfort working with Windows, Microsoft 365, basic networking, and remote support tools.

• Strong problem-solving skills and a structured working style.

• Ability to explain technical steps in simple, user-friendly language.

• Proficiency in English and Italian; additional languages (e.g. German) are a plus.

• Nice to have: Exposure to medical devices, laboratory workflows, or healthcare IT.

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!