Technical Support Associate – French
Overview
My client is multinational medical devices and health care company based in Galway, Ireland, they are hiring for an English and French speaking Technical Support Associate. The successful candidate will report to the EME/APAC Technical Support Team Lead in a fast-paced department Technical Support division.
Primary Responsibilities and Duties
- Receive inbound Customer calls and email communications and address 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 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 role; sharing and expanding knowledge within the Technical Support team
- Execute applicable Quality System processes
- Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
- Other duties as assigned
- Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead/Supervisor.
- Support customers in different market time zones as required for the position.
Requirements
· Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline. This is desirable, not essential – Call centre and admin experience will also be accepted
· Fluent English is essential for this role.
- Desirable - The individual will have a minimum of 1-year experience working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
- Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues.
· Demonstrates an understanding of the requirements of technical writing.
· Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
· Strong written and verbal communication skills
· The role is office based but a degree of flexibility is required.
· Ability to take ownership, organise workload and change priorities quickly
· Assume responsibility and Accountability for daily tasks and highlights any risk to Team lead.
If interested, please forward your most updated CV to [email protected]
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