Technical Services Associate Job Description
The Technical Support Associate role is a vital position within our organization, responsible for providing first-line technical support to end-users, distributors, and commercial teams via phone, web-based tools, and email. This individual will be the primary point of contact for customers, ensuring timely resolution of inquiries and complaints related to products distributed by our client.
Key Responsibilities:
* Receive inbound customer calls and email communications, addressing 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 analyzing 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 records
* Communicate complaint investigation conclusions to customers through written reports and phone conversations
* Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team, and the company
* Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
* Develop and maintain areas of expertise in product specialties required for the role; sharing and expanding knowledge within the ARDx Technical Support team
* Execute applicable Quality System processes
* Maintain ability to comply with business continuity plan (Work remotely if required)
* Other duties as assigned
* Assume responsibility and accountability for daily tasks and highlight any risk to Technical Support Team Lead/Supervisor
* Support customers in different market time zones as required for the position
Required Skills and Qualifications:
* Minimum Qualifications: 3rd Level Certificate, Diploma, or Degree in relevant discipline (but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required)
* Minimum 1-year of experience required working in a medical/clinical environment or in customer-facing support role in an associated industry and capable of providing excellent customer experience with challenging technical complaints
* Fluency in Norwegian
Benefits:
* Opportunity to work in a dynamic and fast-paced environment
* Challenging role with opportunities for growth and development
* Collaborative team environment
* Broad range of skills and experiences