Technical Services Associate - 1 Year Contract
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 digital communication channels. Technical support assists the customer by providing guidance on product use and addressing specific user issues while maintaining compliance with medical device regulations.
Responsibilities:
* Receive inbound customer communications and address them in a professional and friendly manner.
* Review, prioritize, and manage incoming mailboxes to ensure all inquiries and complaints are addressed.
* Provide first-level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking relevant questions to support resolution.
* Document complaints and inquiries using established guidelines and procedures to ensure completeness and accuracy of records.
* Communicate complaint investigation conclusions to customers through written reports and verbal discussions.
* Resolve and address complaints or 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.
* Develop and maintain expertise in product specialties required for the role, sharing and expanding knowledge within the Technical Support team.
* Execute applicable Quality System processes.
* Maintain ability to comply with business continuity plans and work remotely if required.
* Perform other duties as assigned and assume responsibility and accountability for daily tasks, highlighting any risks to the Technical Support Team Lead/Supervisor.
* Support customers in different market time zones as required for the position.
Requirements:
* Minimum Qualifications: A 3rd Level Certificate, Diploma, or Degree in a relevant discipline, such as Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, or Engineering.
* A minimum of 1 year of experience working in a medical or clinical environment or in a customer-facing support role in an associated industry, capable of providing excellent customer experience with challenging technical complaints.
* Fluency in English and French, and living in the Galway area.