Job Description
The Technical Support Associate role provides first-line technical support to end-users, distributors, and commercial teams via phone, web-based tools, and email. This involves analyzing customer problems, asking relevant questions to support resolution, and documenting complaints and inquiries using established guidelines and procedures.
Key Responsibilities:
* Receive inbound customer calls and emails, 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
* Document complaints and inquiries using established guidelines and procedures
* Communicate complaint investigation conclusions to customers through written reports and phone conversations
* Resolve and address any complaints or inquiries within target timelines described in key performance indicators
* Evaluate opportunities to drive process improvements that positively impact team performance and customer experience
* Maintain areas of expertise in product specialties required for the role
* Execute applicable Quality System processes
Requirements:
* Minimum qualifications: 3rd Level Certificate, Diploma, or Degree in a relevant discipline
* Minimum 1 year of experience working in a medical/clinical environment or in a customer-facing support role in an associated industry
* Fluency in English and Finnish, with residence in the Galway area