About the Role

The Customer Support Specialist will join the team as parental leave cover for approximately 14 months. In this role, you will provide timely and accurate support to users of the company’s products, including patients, clinics, and partners.

In this role, you will primarily provide technical support to users in German, Swedish, and English. You will troubleshoot and document technical issues and help ensure support tickets are handled effectively and within defined SLAs. You will also act as an internal knowledge base and contribute to training and project support.

As a Customer Support Specialist, you will collaborate closely with Product, Engineering, and Commercial teams to resolve customer issues, share customer insights, and ensure customer-facing colleagues are well informed.

What you'll do

• Support Ticket Management: Triage inbound support tickets, resolve the majority of tickets within defined SLAs, and escalate complex tickets to 2nd line support when needed. 
• Technical Support: Provide technical support to users, including patients, clinics, and partners.
• Troubleshooting & Documentation: Troubleshoot and document technical issues and identify workarounds to known issues, communicating these clearly to requesters.
• Complaints, Bugs & Feature Requests: React to and collect relevant information on complaints in accordance with regulations, as well as bugs and feature requests.
• Customer Calls: Handle inbound calls according to current queue planning.
• Cross-functional Collaboration: Liaise with Product and Engineering to support the resolution and escalation of customer issues.
• Customer Insights: Collaborate with Customer Support and Commercial teams to ensure customer-facing colleagues are well informed about customer insights and ticket status, while staying informed on promotions and offers.
• Translations: Provide translations and assure the quality of translated materials.
• Training & Events: Provide training to internal and external stakeholders and participate in trade shows and conferences.
• Continuous Improvement: Suggest optimizations to ways of working and SOPs.
• Team & Project Support: Participate in meetings, provide project support, and support the team with ad hoc tasks as needed.

Qualifications

Education & Technical Skills

• Education: University degree or similar/relevant experience.
• Technical Skills: Super-user skills with Mac and PC operating systems, Android, and iOS.
• Language Skills: Fluent or native-level proficiency in German, English and Swedish.
• Support Tools: Experience with Zendesk, JIRA/Confluence, Pendo, and Salesforce is a plus.
• Case Management: Experience managing cases throughout the full support lifecycle is a plus.

Professional Competencies & Soft Skills

• Proactive & Solution-Oriented: A proactive and solution-oriented mindset.
• Empathy & Relationship Building: An empathetic approach and ability to build strong relationships.
• Teamwork & Service: A genuine team player with a service-minded and analytical mindset.
• Communication: Ability to simplify complex information into clear and understandable messages.
• International Mindset: Excited by working in an international environment.
• Problem-Solving: Strong troubleshooting, root cause analysis, and problem-solving skills.

Candidate Privacy
By applying for this position, you acknowledge that Glooko will process the personal data you provide as part of your application for the purpose of managing and evaluating your candidacy.

For more information about how we collect, use, store, and protect your personal data, as well as your rights under applicable data protection laws, please see our Glooko Privacy Notice.

About Glooko

Glooko is a global digital health company on a mission to simplify diabetes and glycemic management across the care continuum. Our work connects people with diabetes, healthcare providers and diabetes devices through technology that makes diabetes care easier, more connected and more actionable.

At Glooko, we bring together people who are passionate about improving healthcare through innovation, collaboration and purpose-driven work. Our teams are building solutions that help clinicians streamline workflows, centralize diabetes data, support more informed decisions and improve care across outpatient and inpatient settings. At Glooko, employees have the opportunity to contribute to meaningful work that supports patients, providers and care teams around the world.

Glooko provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, or disability. In addition to federal law requirements, Glooko complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.