• Du bist zentrale Ansprechperson für den technischen Support der Mesalvo HealthCentre Lösungen Onkology und Medication • Du analysierst Supportfälle, bereitest sie strukturiert auf und findest nachhaltige Lösungen • Du kümmerst Dich um die Wartung und Instandhaltung von Kundendatenbanken und Systemen • Du unterstützt bei Bedarf bei der Umsetzung von Implementierungsprojekten • Du gestaltest und optimierst aktiv unsere Supportprozesse und Qualitätsstandards

Role Description - Design, configure, and maintain Architect call flows and routing strategies - Optimize skills-based routing and queue performance - Configure and manage outbound dialer campaigns - Build and maintain data actions to connect Genesys Cloud with Salesforce and other systems - Support API-based integrations and troubleshoot connection issues - Implement automation workflows to reduce manual processes - Monitor system performance and identify optimization opportunities - Support QA, reporting, and operational data needs - Maintain documentation of system configurations and workflows - Partner with business stakeholders to translate operational needs into platform solutions Qualifications - Genesys Cloud Platform - Experience supporting phone-based sales environments - Basic understanding of SQL or reporting tools - Bachelor’s degree in Information Systems, Computer Science, or a related field (or equivalent experience) Requirements - 2–5+ years experience working within a contact center (preferably Genesys Cloud) - Strong experience configuring Architect flows and routing logic - Experience working with APIs and data actions - Understanding of JSON and basic API troubleshooting - Experience supporting CRM integrations (Salesforce preferred) - Familiarity with outbound dialer configuration - Strong analytical and problem-solving skills - Ability to manage multiple initiatives in a fast-paced environment Licenses + Certifications - Certifications which focus on telephony, automation, technology integration, or customer experience Essential Functions - Call flows are optimized and stable - Routing logic supports sales and retention performance - Manual processes are automated where possible - Integrations between Genesys and other systems run smoothly - System adjustments directly support business growth Benefits - Salary Range: $64,000 - $82,000 - Medical Insurance: Choose from a variety of plans to fit your healthcare needs - Dental Insurance: Coverage for preventive, basic, and major dental services - Employer-Paid Vision: Comprehensive eye care coverage at no cost to you - Employer-Paid Basic Life and AD&D Insurance: Peace of mind and additional protection - Employer-Paid Short-Term and Long-Term Disability Insurance: Financial support in case of illness or injury - 401(k) Plan: Save for your future with a company match to help you grow your retirement savings - PTO and Sick Time accrue each pay period: Take time off when you need it - Annual Bonus Program: Performance-based bonus to reward your hard work

Position Overview We are seeking a Head of Support to lead and scale a fully functional, customer-centric Support organization. You will create the processes, reporting, and tooling required to deliver consistent service quality, predictable performance, and a best-in-class customer experience. A key component of this role is leading the evaluation, migration, and rollout of a modern ticketing platform, replacing legacy systems and improving routing, automation, insight, and operational efficiency. Key Responsibilities Lead and Scale a Modern Support Organization - Lead end-to-end Support function serving both external customers and internal stakeholders. - Design a scalable support model (e.g., Tier 1 / Tier 2 / Tier 3) with clear escalation paths and ownership. - Hire, coach, and develop a high-performing team; define roles, coverage models, and on-call/escalation expectations. - Establish consistent support standards and a culture of urgency, accountability, and continuous improvement. Own Support Operations, Metrics, and Performance - Establish, track, and manage core Support KPIs including CSAT, SLA attainment, first response time, time to resolution, and backlog health. - Create operating rhythms (daily/weekly triage, ticket QA reviews, trend analysis, cross-functional escalation meetings). - Implement quality assurance standards, coaching processes, and ticket audits to improve consistency and resolution quality. - Provide executive reporting on performance trends, risks, root causes, and improvement initiatives. Design Scalable Support Processes Across Technical, Billing, and Accounting Questions - Define standard workflows for technical troubleshooting, billing requests (invoice/payment/credits), and product/accounting questions. - Create escalation and handoff processes to Product/Engineering, Billing/Finance, Customer Success, and other internal teams. - Build playbooks for issue categorization, severity levels, customer communication, and resolution consistency. - Partner with stakeholders to reduce friction and ensure support responsibilities and handoffs are clear and measurable. - Build a scalable self-service strategy including a knowledge base, FAQs, and standardized help content. - Evaluate ticketing and support tooling options; develop selection criteria aligned to customer and internal needs. Lead implementation, including workflows, routing rules and automation. - Lead platform implementation including workflows, SLAs, routing rules, automation, macros, tagging, and reporting structure. - Drive rollout planning, change management, training, and adoption measurement across teams. Cross-Functional Leadership and Customer Advocacy - Serve as the voice of Support in cross-functional planning and decision-making. - Ensure customer-impacting incidents are escalated appropriately with clear internal communications. - Collaborate with Product, Engineering, Billing/Finance, and Customer Success to drive measurable experience improvements. Required Qualifications - 3–5+ years of leadership experience scaling support teams, including hiring and performance management. - Proven experience building support processes from the ground up (SLAs, tiering, escalation models, QA). - Hands-on experience with modern ticketing ecosystems (e.g., Zendesk, Freshdesk, Intercom, Jira Service Management, ServiceNow, Help Scout). - Demonstrated success replacing or modernizing a ticketing platform, including rollout and change management. - Strong operational rigor and data fluency - dashboards, trend analysis, and KPI-driven execution. - Excellent communication skills with the ability to align stakeholders and drive decisions. - Preferred Qualifications - Experience supporting subscription billing complexity (renewals, usage-based billing, credits). - Experience supporting accounting or compliance-adjacent workflows and customer questions. - Experience partnering closely with Product/Engineering via structured escalation and incident management processes. - Support Operations/CX Operations background and experience implementing automation or AI-assisted support tools. Competencies - Builder mindset and systems thinking - Operational excellence and process discipline - Customer empathy paired with business judgment - Technical fluency and structured problem-solving - Change leadership and cross-functional influence - Strong written and verbal communication Benefits - Remote work-from-home environment - Competitive salary, health, dental and vision insurance plans - Flexible time off - 401K retirement savings plans for US-based employees, with 3% employer match - Incentive Equity Plan - Professional development opportunities - Dynamic and collaborative work environment with opportunities for growth

About the Role As a NinjaOne Support Engineer - Tier 1, you will work alongside the industry-leading product Support Team to provide transformative customer experiences. You will prioritize customer calls and email correspondence under the guidance of Support Leadership, while taking ownership of customer issues and utilizing resources provided to ensure high quality customer service interactions. Location - We are flexible on remote working from home, if you are located in the USA and in FL or TX. We have physical offices in Austin, TX and Tampa, FL. What You’ll Be Doing - Collaborate with cross-functional teams to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases - Create and deliver product or technology training to internal and external partner teams such as; frontline tech support reps, resellers, distributors, and more. - Share knowledge of issues and corresponding resolutions or workarounds with partner teams such as the creation of new knowledge base articles. - Work a set schedule, with rotating on-call duties - 1 weekend every ~2 months with limited hours - Take initiative and provide prompt, accurate follow-up to tickets and support calls About You - A Bachelor's degree in Computer Science and/or equivalent work experience - At least 2 years’ experience in a customer service, product support related position - Previous experience with IT software helpful, but not required - Fluent in Windows troubleshooting - Fluent in Mac troubleshooting would make you a stand out candidate - Experience with Linux troubleshooting, not required but you can learn - Experience with Zendesk, or other ticketing systems - Understanding of any virtualization platform, basic networking - Strong oral and verbal communication skills - Strong interpersonal skills so as to be able to work in a team-oriented environment - Adaptable to new technologies and processes - Empathy, patience & a sense of humor- we work hard and have fun doing it! About Us  NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years. What You’ll Love  - We are a collaborative, kind, and curious community.  - We honor your flexibility needs with full-time work that is hybrid remote. - We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance. - We help you prepare for your financial future with our 401(k) plan. - We prioritize your work-life balance with our unlimited PTO. - We reward your work with opportunity for growth and advancement. Additional Information This position is NOT eligible for Visa sponsorship. Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to location, market demands, experience, job-related knowledge, and skills. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage and PTO. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment. #LI-PF1 #LI-Remote #BI-Remote