Technical Support Expert
5 days ago
Cpl Healthcare is a multinational medical devices and healthcare company seeking a skilled Technical Support Associate in Galway, Ireland.
The successful candidate will join the EME/APAC Technical Support Team Lead in a fast-paced environment.
Job Responsibilities- Customer Interaction: Receive inbound customer calls and email communications, addressing them in a professional and friendly manner.
- Troubleshooting: Provide first-level support in resolving customer complaints across the designated product range by analyzing customer problems and asking relevant questions.
- Documentation: Document complaints and inquiries using established guidelines and procedures to ensure accurate records.
- Communication: Communicate complaint investigation conclusions to customers through written reports and phone conversations.
- Mailbox Management: Review, prioritize, and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
- Resolution and Improvement: Resolve and address any complaints or inquiries within specified targets, continually evaluating opportunities to drive process improvements that positively impact the customer experience.
- Qualifications: A 3rd Level Certificate, Diploma, or Degree in a relevant discipline (e.g., Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering).
- Language Skills: Fluent German and English is essential for this role.
- Experience: Minimum of 1-year experience working in a medical/clinical environment or in a customer-facing support role in an associated industry.
- Skills: Demonstrates problem-solving methodologies, attention to detail, critical thinking, and experience investigating and resolving complex issues. Proficient in MS Office applications (Word, PowerPoint, Excel, Outlook). Strong written and verbal communication skills.
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