Technical Support Associate - German
Galway City, Ireland
Description:
The role of a Technical Support Associate is available in Galway City for a multinational medical devices and healthcare company.
Responsibilities:
* Handle customer calls and email communications professionally and friendly.
* Provide first-level support in troubleshooting customer complaints across the designated product range.
* Document complaints and inquiries accurately.
* Communicate complaint investigation conclusions to customers through written reports and phone conversations.
* Manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
* Resolve complaints or inquiries within targets described in key performance indicators.
* Evaluate opportunities to drive process improvements positively impacting the customer experience.
* Develop expertise in product specialisms required for the role.
Requirements:
* 3rd Level Certificate, Diploma, or Degree in a relevant discipline (Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering).
* Fluent German and English.
* Desirable: 1-year experience in a medical/clinical environment or customer-facing support role.
* Problem-solving methodologies, detail-oriented, critical thinking, investigating complex issues, technical writing understanding, computer literate (MS Word, PowerPoint, Excel, Outlook), strong communication skills.
* Office-based but flexible with ability to change priorities quickly.
* Taking ownership, workload organisation, responsibility, and accountability for daily tasks.