Customer Support Representative

About SOFMEDICA Ventures Part of SOFMEDICA GROUP, operating across Europe since 1994 (Romania, Greece, Hungary, Bulgaria, Cyprus, Croatia). SOFMEDICA combines technology, education, and passion to make advanced medical solutions accessible to all. The company focuses on innovative medical technologies, including minimally invasive surgery and organ transplantation, while tackling critical diseases such as cancer, cardiovascular, and neurodegenerative conditions. Position Summary We are seeking an enthusiastic and customer-focused Support Representative based in Bucharest, Romania to join our support team. This role is ideal for a recent university graduate with strong problem-solving skills, excellent communication abilities, and a passion for helping others. You will be the first point of contact for our customers, ensuring they have exceptional experiences with our revolutionary surgical training platform and providing technical assistance when needed. As a Customer Support Representative you will focus on: Customer Support & Service Provide first-line support to customers in Romania via phone, email, and chat in both Romanian and English. Respond promptly and professionally to customer inquiries, resolving issues efficiently and effectively. Guide customers through product setup, configuration, and usage of the SOFMEDICA platform. Troubleshoot technical issues and provide step-by-step solutions to ensure minimal disruption to training sessions. Escalate complex technical issues to senior support or engineering teams when necessary. Providing remote demonstrations and follow up sessions to keep customers engaged after initial sign up. Documentation & Knowledge Management Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system. Contribute to and maintain support documentation, FAQs, and knowledge base articles. Identify recurring issues and patterns, providing feedback to product development and engineering teams. Customer Success & Relationship Building Proactively reach out to customers to ensure satisfaction and identify opportunities for additional training or support. Build strong relationships with customers, acting as their trusted advisor for all platform-related matters. Collaborate with the sales team to facilitate smooth onboarding for new customers. Gather customer feedback and testimonials to help improve our products and services. Training & Continuous Improvement Stay up-to-date with new features, updates, and best practices for the SOFMEDICA platform. Participate in ongoing training programs to enhance technical skills and product knowledge. Contribute ideas for improving customer support processes and service quality.