Associate Technical Support Manager

Orbem GmbH•Houston, TX

4d•Hybrid

About The Position

As a Associate Technical Support Manager at Orbem, you will be assisting our customers by answering any questions and solving any issues they may have with our cutting-edge AI-powered MRI scanning solutions at our multinational sites. This involves direct fault-finding in our systems, or coordinating the solving of the issue by raising it with our developers. You collaborate with our product, hardware, and software teams, ensuring the timely resolution of any issues raised by our customers, minimizing downtime, and delivering high levels of customer satisfaction. This role allows you to be a part of unlocking the potential of MRI technology, transforming it from traditional clinical settings into fully automated industrial applications. Join our team and be part of the pioneering group launching our US operations! Be among the first to shape the future from day one.

Requirements

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-user
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.

Nice To Haves

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.
And just as important: a personable and approachable demeanor, bringing a positive attitude to every interaction

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.

Benefits

International Environment: Join a team with 30+ nationalities across 5 continents, all driven by a shared purpose: shedding light on the world’s toughest challenges.
Attractive Compensation Package:
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.
Well-Being 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.
Work-Life Integration:
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.
Make a Difference: Join a dynamic, fast-growing team at the forefront breakthrough technology. In our scale-up environment, you’ll have the autonomy to lead projects and make a real impact. We foster a culture of learning and growth, providing a platform for you to explore, innovate, and shape your vision for the future. At Orbem, we’re committed to helping you discover your strengths, while valuing what we can learn from you as well.