Technical Support Associate

3 weeks ago

Galway, Galway, Ireland TN Ireland Full time

Technical Services Associate - 1 year Contract - Galway - English with French

The Technical Support Associate documents complaints and inquiries on products distributed by our client. The role provides first line technical support to end users, distributors, and commercial teams via phone, web-based tools, and e-mail. Technical support assists the customer by providing guidance on the product's intended use and addressing specific user issues. The team carries out its responsibilities while maintaining compliance with medical device and diagnostics post-market surveillance regulations.

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 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 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 the role; sharing and expanding knowledge within the ARDx Technical Support team.
  • Execute applicable Quality System processes.
  • Maintain ability to comply with the 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.
Requirements:
  • 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 a customer-facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
  • Fluency in English and French and living in the Galway area.
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