Associate Technical Support Manager f/m/d)

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
• Proven experience in resolving technical issues across hardware, software, and network environments, with a strong focus on customer satisfaction
• Possesses hands-on experience in a technical customer support role, delivering effective assistance and solutions to end-users
• Analytical, trouble-shooting mindset
• Ability to work independently with guidance, and comfortable collaborating with senior team members
• Proactive and eager to learn, with a team-oriented mindset
• Ability to take ownership of customer issues/questions, owning the case until a solution is not only found but communicated and implemented
• Strong communication skills, with the ability to explain technical concepts to non-technical users
• A positive attitude and a genuine passion for technology and helping others
• Basic understanding of software and troubleshooting methodologies
• Familiarity with CRM and ticketing systems
• A personable and approachable demeanor, bringing a positive attitude to every interaction

Benefits

• Benefits
• Stock Options: Up to $20,000 in company shares
• Learning & Development opportunities: provided through our benefits partner, ADP Workforce + $2000 annual budget for personal growth
• Relocation Support: Seamless support for your move to Houston (budget for the relocation)
• Commuter Benefits: Save money on your daily commute with pre-tax transit and parking benefits
• Medical Insurance: We will cover 75% of the medical insurance premium, allowing access to high-quality healthcare with ease
• Additionally, we offer 50% coverage for the dependents
• Dental and vision insurance: We will cover 50% of the dental and vision insurance premium, for the team member and the dependents
• 401k (Retirement saving plan): A retirement savings plan to help you secure your financial future
• Orbem will match 100% of your contribution, up to 5% of your salary
• Wellness program: Access to Premium fitness providers partnering with ADP
• Flexible Work Arrangements: Orbem fosters a culture that encourages flexibility in work hours and locations
• 25 days of Paid Time Off annually
• This covers vacation, personal, and sick days
• Additionally, we offer 8 paid public holidays
• Family/parental leave: Our parental leave policy offers up to 12 weeks annually for bonding with a newborn, adoption, or caring for a seriously ill family member
• This leave is partially paid at 67% of the average weekly wage, capped by state limits

Responsibilities

• The Associate Technical Support Manager will assist customers by resolving technical issues with MRI scanning solutions, ensuring high levels of customer satisfaction and collaboration with product and software teams
• Respond to customer inquiries and provide basic technical support, ensuring prompt and accurate assistance
• Monitor and prioritize support tickets, escalating complex cases to senior team members when necessary
• Troubleshoot and resolve routine issues, guiding customers through solutions and offering technical guidance
• Document and log customer interactions, issues, and resolutions in our CRM system for continuous improvement
• Assist in preparing knowledge base articles and support documentation for common issues and solutions
• Provide feedback on recurring issues to help improve product quality and customer satisfaction
• Collaborate with team members to develop your technical skills and knowledge in support management

Full Description

Orbem is a company transforming MRI technology using AI to create actionable insights for various biological matters. The Associate Technical Support Manager will assist customers by resolving technical issues with MRI scanning solutions, ensuring high levels of customer satisfaction and collaboration with product and software teams.

Responsibilities

• Respond to customer inquiries and provide basic technical support, ensuring prompt and accurate assistance

• Monitor and prioritize support tickets, escalating complex cases to senior team members when necessary

• Troubleshoot and resolve routine issues, guiding customers through solutions and offering technical guidance

• Document and log customer interactions, issues, and resolutions in our CRM system for continuous improvement

• Assist in preparing knowledge base articles and support documentation for common issues and solutions

• Provide feedback on recurring issues to help improve product quality and customer satisfaction

• Collaborate with team members to develop your technical skills and knowledge in support management

Skills

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field

• Proven experience in resolving technical issues across hardware, software, and network environments, with a strong focus on customer satisfaction

• Possesses hands-on experience in a technical customer support role, delivering effective assistance and solutions to end-users

• Analytical, trouble-shooting mindset

• Ability to work independently with guidance, and comfortable collaborating with senior team members

• Proactive and eager to learn, with a team-oriented mindset

• Ability to take ownership of customer issues/questions, owning the case until a solution is not only found but communicated and implemented

• Strong communication skills, with the ability to explain technical concepts to non-technical users

• A positive attitude and a genuine passion for technology and helping others

• Basic understanding of software and troubleshooting methodologies

• Familiarity with CRM and ticketing systems

• Any previous experience with AI and/or MRI technology is a plus

• A personable and approachable demeanor, bringing a positive attitude to every interaction

Benefits

• Stock Options: Up to $20,000 in company shares

• Learning & Development opportunities: provided through our benefits partner, ADP Workforce + $2000 annual budget for personal growth.

• Relocation Support: Seamless support for your move to Houston (budget for the relocation).

• Commuter Benefits: Save money on your daily commute with pre-tax transit and parking benefits.

• Medical Insurance: We will cover 75% of the medical insurance premium, allowing access to high-quality healthcare with ease. Additionally, we offer 50% coverage for the dependents.

• Dental and vision insurance: We will cover 50% of the dental and vision insurance premium, for the team member and the dependents.

• 401k (Retirement saving plan): A retirement savings plan to help you secure your financial future. Orbem will match 100% of your contribution, up to 5% of your salary.

• Wellness program: Access to Premium fitness providers partnering with ADP.

• Flexible Work Arrangements: Orbem fosters a culture that encourages flexibility in work hours and locations.

• 25 days of Paid Time Off annually.

This covers vacation, personal, and sick days.

Additionally, we offer 8 paid public holidays.

• Family/parental leave: Our parental leave policy offers up to 12 weeks annually for bonding with a newborn, adoption, or caring for a seriously ill family member.

This leave is partially paid at 67% of the average weekly wage, capped by state limits.

Company Overview

• Orbem provides AI-powered imaging and analytics solutions to deliver non-invasive biological insights.

It was founded in 2019, and is headquartered in Munich, Bayern, DEU, with a workforce of 51-200 employees.

Its website is https://orbem.ai.