Technical Support Role
Our company is seeking a Technical Support Associate – Norwegian Speaker for a full-time, permanent position.
This role offers a fantastic opportunity to join a global industry leader and build a long-term career in a dynamic environment with a strong focus on customer support and product expertise.
Key Responsibilities:
* Respond to customer inquiries via phone and email, providing professional and friendly support to ensure timely resolutions of customer complaints and issues.
* Manage group mailboxes and document customer complaints and inquiries accurately using established guidelines and procedures.
* Provide first-level technical support by troubleshooting customer complaints across designated product ranges, utilizing knowledge and expertise to resolve complex issues.
* Communicate investigation conclusions to customers through written reports and phone conversations, ensuring clear understanding of outcomes and next steps.
* Resolve complaints and inquiries within target timelines, as described in key performance indicators for individuals, teams, and the organization.
* Evaluate opportunities to drive process improvements that positively impact team performance and customer experience, contributing to a culture of continuous improvement.
* Develop expertise in product specialties required for the role, sharing and expanding knowledge within the Technical Support team, and maintaining accurate records of training and development activities.
* Execute Quality System processes and maintain business continuity plan compliance, adhering to regulatory requirements and organizational standards.
* Assume responsibility and accountability for daily tasks, identifying potential risks and collaborating with team members and supervisors to mitigate these risks.
* Support customers in different market time zones as required, demonstrating adaptability and flexibility in a fast-paced work environment.
Requirements:
* Hold a 3rd Level Certificate, Diploma or Degree in a relevant discipline, such as Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, or Engineering.
* Have at least 1-year of experience working in a medical/clinical environment or in a customer-facing support role in an associated industry.
* Be fluent in Norwegian language and capable of providing excellent customer experience with challenging technical complaints, applying active listening skills and problem-solving techniques to resolve complex issues.