Technical Support Specialist (f/m/d)

About us

We have revolutionized allergy diagnostics and have been operating successfully in more than 90 countries for over 9 years with our diagnostic products and patented technologies. Our products help clarifying allergies in a single step – for humans and animals alike. Allergies are diagnosed in a highly specific manner so that patients receive help by their specialist in no time. We increase quality of life, enable personalized treatment, advance research and relieve our health system.

Your tasks

• First point of contact for customer inquiries via email, phone, chat and ticketing system
• Diagnosis and resolution of basic software, hardware, and network issues (Wi‑Fi, VPN, DNS)
• Management and documentation of customer requests in the CRM, ensuring SLA compliance and supporting KPI performance
• Continuous maintenance of the internal knowledge base (FAQs, troubleshooting guides, templates)
• Act as “the voice of the customer,” advocating for usability improvements and feature enhancements
• Coordination with second‑level experts for advanced troubleshooting and follow-up
• Participation in functional testing of new software releases providing clear, structured feedback

Your profile

• Completed scientific and/or technical education and/or relevant professional experience
• Background in customer service, helpdesk, training support, or similar customer-facing roles
• Nice to have: Experience with medical devices, laboratory workflows, or healthcare IT systems advantageous
• Good knowledge of Windows, MS Office 365, basic networking, and remote support tools
• Strong problem-solving skills and structured working style
• Ability to break down technical issues into simplified explanations
• Proficient in English and French, additional languages (e.g. German) advantageous

We offer

• A permanent full-time position (part-time also possible), flexible working hours
• Annual pass for Vienna's public transport and Sodexo vouchers
• Collaboration with people who care about human and veterinary patients alike
• An environment where you feel empowered to ask questions, make requests and offer ideas
• An atmosphere of sustainability, equity, diversity, inclusion, and mutual respect

For the cooperation in our team, we offer a payment in line with collective agreement (“Handwerk und Gewerbe”) based on a full-time position. Your actual salary depends on your previous experience and qualifications. Ready to become part of the MADx team? Apply now!

Weitere Informationen

MacroArray Diagnostics GmbH
Andrea Hölbl-Kovacic
Lemböckgasse 59/Top 4
1230 Wien