Prospitalia GmbH | Germany | 89xxx Ulm | Permanent position | Full time / Home office | Published since: 16.07.2026 on stepstone.de
Customer Support Specialist (B2B SaaS) – Prospitalia Cockpit (m/f/d)
Since 1993, Prospitalia GmbH has been helping hospitals, hospital apothetics and nursing facilities to improve efficiency as Germany's leading healthcare provider. Together with the companies of the Vivecti Group – PS Healthcare Services, Wawibox, Miralytik, h‐trak, CoSolvia, the WMC company, InSitu Software GmbH and the Hospital Management Group (HMG), we actively shape the change in German healthcare. We create innovative solutions in the fields of purchasing, digitization and consulting. We are looking for a technically experienced Customer Support Specialist (m/w/d), who is not only communicatively strong, but also brings a strong understanding of SaaS systems, data processes and technical workflows. You feel comfortable analyzing complex facts, recognising fault structures and supporting customers like internal teams with professionally sound answers. Your technical understanding helps you quickly identify problems, formulate precise solutions and actively contribute to the further development of our systems. .
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Your tasks • Your profile • What we offer
Initial technical qualification and analysis of incoming tickets (1st level support), incl. evaluation of error messages, process logics and system behavior Independent processing of technical customer requests in the cockpit (SaaS): from functional questions to the reproduction of technical problems Close cooperation with specialist departments such as product development, professional services and technology, especially in technical clarifications Post-GoLive support by taking technical customer queries and voting with PS teams Monitoring of technical support KPIs and deriving optimization measures Participation in automation in the ticket system: workflows, routing, classification logic KI-Bot: structured preparation of technical content, creation and care of relevant knowledge entries Care of the knowledge database (technical FAQs, instructions, Troubleshooting Steps) Working in workshops on the further development of our technical support processes
First experiences or high level of learning in the technical support of SaaS solutions Ability to quickly detect technical relationships, logically analyze errors and to rework them reproducibly Understanding topics such as: data flows, user rights, interface behavior, configurations, system logic Ability to formulate technical content in a comprehensible way – for customers and for internal teams Joy in working with new technologies, AI-based tools and digital processes Analytical thinking, structured problem solution and a high quality awareness
Security: An unlimited employment relationship and a secure workplace in a steadily growing company from the healthcare industry, as well as an ambitious, diverse team with hands-on mentality Benefits: Modern office rooms or the possibility to work in the home office as well as the latest work equipment, occupational retirement, corporate benefits etc. Perspectives: Individually tailored further education and training that promote your expertise and personal development Support: Detailed incorporation – You will get to know the individual departments and the business processes, a sponsor will accompany you through the process of incorporation Sports & Health: Use over 4,000 sports and health facilities to favored company conditions via our partner EGYM WELLPASS or lease a JobRad
Location
 | Prospitalia GmbH | |
| 89077 Ulm | ||
| Germany |
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