• Manage high-volume customer inquiries through email, live chat, and ticket management platforms. • Respond to customer requests professionally, accurately, and within established SLA targets. • Maintain complete and detailed documentation for every ticket and customer interaction. • Prioritize cases based on urgency, business impact, and operational requirements. • Own customer cases from initial contact through final resolution. • Keep clients proactively informed throughout the resolution process. • Manage multiple customer conversations while maintaining service quality and accuracy. • Support onboarding and account setup for new business clients. • Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams. • Build trusted relationships with business clients by understanding their operational needs. • Identify recurring customer issues, ticket trends, and operational gaps. • Recommend improvements to workflows, internal documentation, and customer communications.

Role Description Do you want a job with a purpose? And do you want to make healthcare safer, better and more reliable? Join our Team as a First-Level-Support Specialist (m/w/d) for our client, the "Niederösterreichische Landesgesundheitsagentur" at Dedalus, one of the world's leading companies in healthcare technology, in Vienna, Bonn, or remote (only in the D-A-CH region). - Accept incoming calls from the NÖ Landesgesundheitsagentur. - Tool-supported ticket creation for the NÖ Landesgesundheitsagentur. - Processing and documentation of inquiries and fault reports from the NÖ Landesgesundheitsagentur in ORBIS. - Troubleshooting, analysis, and error correction in the configuration and database of the NÖ Landesgesundheitsagentur. - Classification and identification of error sources in the software and qualified handover to the development department for error correction. - Act as an important link between product management, development, project management, sales, project controlling, project organization, consultants, and the NÖ Landesgesundheitsagentur. - Support and assistance with inquiries regarding ORBIS and workflows. - Regular participation in training, workshops, and coaching is essential for our always-evolving product ORBIS. - Documentation and management of customer information, remote maintenance data, and application configurations. Qualifications - Education or degree in healthcare or IT. - ORBIS knowledge is an advantage, but not a must. - Strong communication skills, professional appearance, and personal persuasiveness. - Team player with a self-reliant, analytical, and structured working style. - Ability to systematically analyze complex problems and develop solutions. - Experience in planning, implementing, and supporting healthcare IT systems is advantageous. - Ideally, a very good understanding of clinical processes. - Strong customer and service orientation. - Independent and goal-oriented working style. Benefits - Permanent employment contract with an attractive salary for a long-term perspective. - Responsible and exciting tasks in a future-oriented industry. - Professional onboarding. - Friendly colleagues who are happy to support you and with whom you are on a "DU" basis. - Current company mobile phone with dual-SIM (Android or iOS) also for private use. - Complete hardware and software equipment for comfortable working from home. - Possibility of a discounted job ticket (Vienna) or Germany ticket. - Group accident insurance (also applicable for accidents in leisure time). - Company pension scheme and time value accounts (in DE). - Minimum salary for this position is €45,800 gross per year (38.5 hours) according to the IT collective agreement, with overpayment including bonus regulation depending on qualification/experience being standard.

• Assists customers with transportation questions and concerns • Schedules, modifies, and cancels reservations as requested • Obtains and documents details of customer complaints and concerns • Ensures all relevant customer information is accurately documented • Attends required meetings and adheres to company policies and procedures • Maintains acceptable attendance and punctuality standards • Ensures accurate trip data entry and documentation • Maintains a polite, professional, and courteous demeanor at all times • Demonstrates commitment to producing high-quality work • Refers unresolved customer grievances to appropriate departments for further investigation and resolution • Promotes a positive and collaborative working environment • Supports a 24/7/365 contact center environment; schedules may include nights, weekends, and holidays, including company-recognized holidays, with required holiday coverage • Participates in additional projects or duties as assigned

• Respond to incoming customer inquiries via phone, email, and chat. • Demonstrate a thorough understanding of our products and services to effectively address client needs. • Provide solutions to problems while ensuring a positive customer experience. • Maintain accurate documentation of all client interactions. • Work collaboratively with team members to continuously improve service delivery.