German Technical Support Associate – Galway – 12 month contract.
Must come from a scientific background i.e., Science, Biomedical, Medical Transcription, Healthcare Services, Nursing.
Responsibilities:
Receive inbound customer calls and email communications and address them in a professional and friendly manner.
Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned.
Provide first-level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to support resolution.
Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records.
Communicate complaint investigation conclusions to customers through written reports and phone conversations.
Resolve and address any complaints or inquiries within the agreed time frames.
Requirements:
3rd Level Certificate, Diploma or Degree in a relevant discipline (e.g., Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering).
Minimum 1-year of experience working in a medical/clinical environment or in a customer-facing support role in an associated industry, capable of providing excellent customer experience with challenging technical complaints.
Fluency in German and English.
Demonstrates application of problem-solving methodologies, detail-oriented, critical thinker, experienced at investigating and resolving complex issues.
Demonstrates understanding of the requirements of technical writing.
Computer literate; proficient in MS Word, PowerPoint, Excel and Outlook.
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