Technical Support Specialist

VIDAVO, is a digital health company established in 2002. All these years it has consistently invested in scientifically proved, market focused products aiming to bridge the gap between research and market. Our solutions cover a wide range of connected health and self-management (mobile apps & web platforms) for supporting chronic disease (medical), nutrition and weight management (wellness). To this end, we bring forward experience in project management and most importantly in ICT-based services implementations, in terms of business potential and user satisfaction and acceptance, with expertise on developing integrated care systems and specialized mobile health applications.

Important note
: The position is based in Thessaloniki, Greece, and fluency in Greek, both spoken and written, is mandatory. Applications from candidates who do not meet this requirement will not be considered.

Position: Technical Support (On-Site)

As a Technical Support specialist, you will play a crucial role in our customer success team related to Vida24, a comprehensive digital health ecosystem encompassing medical devices, mobile and cloud applications designed for the continuous monitoring of patients with chronic diseases and aiding in medical decision-making.

The ideal candidate will possess a unique blend of technical expertise, a passion for digital health technology, and a commitment to providing exceptional customer service.

Responsibilities:

• Act as the primary liaison between the company and other stakeholders (suppliers) regarding integrated medical devices.
• Respond to requests for information/proposal/quotation, while coordinating with relevant internal stakeholders (product, sales teams).
• Ensure that proposed solutions meet project's technical requirements and are aligned with industry standards.
• Prepare and update collateral material & technical documentation (certifications, technical documents) regarding integrated medical devices.
• Provide first-level contact and problem resolution for all customers with hardware and software issues.
• Document, track, and monitor support requests to provide prompt, accurate solutions to all customer issues.
• Create and update technical documentation, FAQs, and user guides to empower users through self-service.
• Train end-users on how to effectively use Vida24 and address their queries about product features.
• Provide internal company support regarding VoIP, local network and IT equipment.

Required Skills:

• 1-3 years of experience in technical support
• Excellent problem-solving skills with a patient and methodical approach.
• Outstanding communication skills, with proficiency in explaining complex technical issues to non-technical users.
• Fluency in both Greek and English language, oral and written.
• Exceptional attention to detail, ability to multi-task and team spirited.
• Very good organizational, analytical and interpersonal skills.

Nice-to-Have Skills:

• Experience within the healthcare, wellness, or digital health domain.
• A strong understanding of SaaS products and platforms, with the ability to learn and adapt to new software.
• Basic understanding of software tools and mobile devices, strong familiarity with web technology.
• Solution formulation based on customer requirements.

Benefits:

• Ideal work environment.
• Opportunities for paid training, certifications, and attendance at conferences.
• Competitive compensation package.
• Strong career growth prospects.